Enterprise Support Services (ESS) provides a core of support services for all clients, which include:
- Direct to Technical Agent - Direct access to Vistorm's Technical resources when logging any support calls
- Online Customer Support Portal - Real time visibility of how we are managing client assets, knowledge base, white papers - and more
- Managed Vendor Escalation - Through Vistorm access to vendor R & D and Engineering teams
- Service Account Management - A designated single point of contact – offering a higher level continuity of awareness, insight and knowledge to individual clients service contracts (Gold and Platinum as standard, purchased as extra on other levels) only.
- Technical Account Manager - Principal or Senior Level consultant acting as an extension of your IT Support team, giving up-to-date proactive support and information relevant to your environment
We also offer singer Vendor Incident based support contracts outside of Enterprise Support Services for customers wanting Single Vendor support only.
We also provide guaranteed response times according to your service level. The following table illustrates the range available.
Supported times are GMT for all territories.
Base and Bronze do not include UK public holidays
