The Top 5 Reasons Customers Choose Us

1. Our guaranteed response time within two business hours is one of the fastest available;
2. Our practice of allocating a dedicated support analyst to each case ensures a continuity often lacking with many global help desks;
3. Our customers develop good working relationships with our support analysts, who increasingly understand the environments that they support;
4. Our support analysts take an inclusive approach; if a problem turns out to be with supporting hardware or software and we can help, we will;
5. Our support analysts undertake technical audits to ensure that they have  a good understanding of our customer environments when solving problems.

Levels of Support

Our IBM Cognos Support Service includes: technical assistance, assistance with problem case handling, case tracking and status reports, the resolution of problems and the escalation of cases.

First level support comprises:

• Technical assistance with problem diagnosis through to resolution for supported cases;
• Tracking and status reports;
• Issue of temporary fixes and/or workarounds;
• Re-creation of customer issues, where required in Simpson Associates testing environment;
• Advice on upgrades/migrations/product lifecycles;
• Preventive maintenance visits to qualifying customers, including a documented technical account review of the customer environment;
• Periodic software and documentation updates, as issued by IBM to entitled customers;
• Access to online knowledge bases and technical notes.
• Ad-hoc or automated periodic reporting of customer case summary;
• New software releases, as issued by IBM to entitled customers.

Second level support comprises:

• Where required, Simpson Associates access second level support from IBM on your behalf.
• Where necessary, IBM provide new software releases, maintenance releases and hotsite fixes to entitled customers via Simpson Associates.

Should you have any questions or require any further information, the team at Simpson Associates will be happy to help you with your request; contact us.