Standard Support Services

All Standard Support services are provided by telephone and/or remote systems provided by Simpson Associates dedicated team of Support Analysts. 

Our Standard Support service provides assistance, problem diagnosis and resolution to defects and/or malfunction affecting. We provide a two hour maximum response from our Support Analysts to the Customer on receipt of accepted support issues.

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 interim software fixes, rapid releases, temporary fixes and/or workarounds and other support features to entitled customers via Simpson Associates.

Extended Support Services

All Extended Support services are provided by telephone and/or remote systems.

Our Extended Support Services offer a range of specific, remotely managed services for certain customer based applications, processes and where required, with increased levels of support provided at key times, expand the scope of coverage available from our Customer Services team over and above Standard Support services.

Operational issues relating to all aspects of a customers Performance Management application from the database layer to specifically ensuring certain reports are delivered on time can be included thereby enabling Customer Services to extend a customers capabilities and/or to provide a combination of product and application expertise in resolving operational issues.

Example scenarios:

• Support of period end processes.
• Remote management of key application(s).
• Remote management of key processes.
• Backup support to key I.T. Admin / technical staff / process owners.