Enterprise Support
Enterprise Support is designed specifically to meet the needs of enterprise and large global customers by providing a high level of technical commitment and customization. Two such levels of agreements are available—Assigned Engineer and Designated Engineer.
ASSIGNED ENGINEER
An Assigned Engineer agreement provides a commitment of as much as 25 percent of an engineer's time per unit with four units providing as much as 100 percent of their time. These units can also be split between multiple engineers depending on your needs. For example, if your organization has an office in North America and another in Europe you might purchase two units of an Assigned Engineer and request that one engineer is located in the Americas Support Center and another in the EMEA Support Center. The agreement lengths include 3-, 6- and 12-month periods.
AE agreements provide these benefits:
- Understanding of customer goals, objectives and challenges
- Unlimited number of support incidents (within Assigned Engineer time constraints)
- Faster internal escalation when required
- Proactive support, including advice on planned product updates and upgrades
- Ability to track feature requests even after submittal to development
- Emergency backup coverage via backup engineer or Premium Support
- Management escalation of critical issues
- Optional on-site visits by Assigned Engineer
Assigned Engineer Plus
This service provides all of the benefits of Assigned Engineer, and adds Advanced Technical Training Vouchers, ManageFusion passes, and a Service Account Manager.
DESIGNATED ENGINEER
A Designated Engineer is an Altiris support engineer that is located on site at a business location of your choice. This engineer is available for technical issues up to 100 percent of his or her time. This agreement is offered in increments of 12 months.
Designated Engineer agreements provide these benefits:
- Virtually instantaneous response times
- Understanding of customer goals, objectives and challenges
- Unlimited number of support incidents (within Designated Engineer time constraints)
- Faster internal escalation when required
- Proactive support, including advice on planned product updates and upgrades
- Ability to track feature requests even after submittal to development
- Emergency backup coverage via backup engineer or Premium Support
- Management escalation of critical issues
ON-SITE SUPPORT
When the need arises, Altiris Enterprise Support may send a Support Engineer directly to your location for custom, on-site support services. These on-site engagements are sold with a minimum two-day block and the price does not include travel-related expenses. If you have an Assigned Engineer, he or she will typically perform this service.