Incident-based support is the best support solution for small to mid-sized organizations that require occasional technical support on your Business Objects Products and solutions. Incident-based support is for the random incident you may encounter while using Business Objects product suite. This service allows you the flexibility to purchase an annual agreement with a defined number of support incidents ranging from 5 to 50 incidents. Incidents can be used for most current BO products.
What is a Support Incident?
A Support Incident is a single, specific, issue based support request of Business Objects product suite support personnel originating from a customer by telephone, fax, email, or internet communication.
A support incident is defined as the resolution of one technical question, problem or issue regardless of the number of telephone calls or e-mails or personal visits required to resolve the problem. The incident may require one or more Technical consultant’s site visits to resolve. Incident-based services usually only include tasks that can be completed within 1 or 2 days. In some complex situations, we may explain that the issue is beyond a regular incident and we may propose other solutions.
Key Benefits
- Extend your IT team with Business Objects support experts who know your architecture and are aware of past issues.
- Reach the correct technical experts more quickly and are assigned directly to a senior level technical consultant.
- Spend less time conveying background and configuration information - Your designated BO support team knows your system architecture and maintains a customer profile reference document.
- Fix problems before they occur - Members of your extended support team monitor your Support Requests to identify trends, issues and possible corrective action.
- Avoid known issues - Your designated BO support team will leverage their vast customer support experience to help anticipate known issues you might encounter.
Advantages
- No fixed or retainer fees. You only pay for actual support work performed
- Can be cost effective if not much support is required
- Experienced consultants supporting and understanding your business
- Annual agreement with incidents in increments of 5, 10, 20 or 50 via telephone, email, fax or personal site visits
- Includes support for most BO current product releases
- Two authorized contacts
- Access to BO Online Service support portal, which includes Business Objects Knowledge Center for current product Technical Articles and patches
You can purchase multiples of 12 incidents pack as prepaid subscription thorugh the order form given below. All incidents expire within 12 months after purchase. The effective date of this Agreement is the date of purchase. Any remaining unused incidents will expire after one year from the effective date and Customer will not be entitled to any refunds for unused incidents.
Price :
How do you initiate an Incident?
An Incident must be initiated by the authorized contact personal in our specific format for reporting an issue requiring our assistance. An Incident Number will be assigned by EC Support Staff and communicated to you.
What is the response time?
Incidents will be responded at the earliest possible time on the same day. However the Response times relates to both the nature and mode of the request.
When is an Incident closed?
An incident is closed when the issue is resolved.
Reported incidents are triaged based on the impact the issue has on the Agency’s business operations, and the severity of other issues reported. Accordingly, we assemble the resources necessary to resolve the issue based on its severity:
Issue Severity |
Response Goals |
Resolution Goals |
Critical |
Confirm receipt of issue description within 3 business hour. Provide follow-up every 60 minutes. |
Upon confirmation of receipt, EC begins continuous work on the problem. EC will put forth the effort to provide a workaround, fix, or estimated completion date within 24 hours after the problem has been diagnosed and / or replicated provided there is an agency representative available to assist with issue diagnosis and testing during the resolution process. |
Severe |
Confirm receipt of issue description within 5 business hours. Provide follow-up every 48 hours. |
EC will put forth our best effort to provide a workaround or fix within 2 working days after the problem has been diagnosed and / or replicated. |
Moderate |
Confirm receipt of issue description within 8 working hours. Provide follow-up every 7 days. |
EC will put forth our best effort to provide a workaround or fix within 5 working days after the problem has been diagnosed and / or replicated. |
Low |
Confirm receipt of issue description with 24 working hours. Provide follow-up every 14 days. |
Resolution for the issue may be released as a patch set . |
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