Vignette Extended Support
This level of support is intended for businesses that need around-the-clock support for Critical severity issues and for businesses that require 24x7 support coverage when launching or upgrading customer-facing applications.
Extended Support includes:
- All Basic Support features
- Named contacts – Six
- Follow the Sun problem resolution – Tickets for Critical severity issues are worked 24x7 through global support facilities
- Telephone support during business hours
Remote accessibility – Customer Support engineers (CSEs) may log on to your systems to diagnose problems if indicated
- Go-live assistance – 24x7, with notification 3 to 5 business days in advance
- Upgrade support – 24x7, with notification 3 to 5 business days in advance
