Your standard support & maintenance contract entitles you to, generally, product support in the event of problems, together with maintenance releases as they become available.  For the exact terms, please refer to your contract etc.  It will typically be provided by either Application Performance, or the software vendor themselves.

SupportPlus is a premium support service offered by Application Performance, which we can provide in addition to the standard support offering above.  It does not replace the standard contract in place with ourselves or the software vendor, but simply aims to bolster the service provided.  We believe that this allows you to make the best use of your time and resources, whilst optimising the benefits seen from your APM solutions.

We simply aim to help you manage your APM software implementation through a combination of SupportPlus regular reviews to ensure that everything is looking healthy and SupportPlus ad-hoc days which can be used for tasks such as configuration, upgrades, training, and much, much more.

What is included in the Regular Reviews?

• Checking status of agents
• Checking log files
• Checking size and growth of repository databases
• Investigation and reporting of any defects or anomalies
  
• Taking corrective actions
  

How can I use my ad-hoc SupportPlus days?

• Provision of advice & guidance
• Installation of new agents
• Upgrades & patches
• Health checks & performance reviews
• Additional configuration
• Training
• Problem resolution in full collaboration with the software vendors

How is it delivered?

You may request assistance on-site or remotely via phone, email or our customer web portal.

In order to provide the most responsive service levels at the lowest cost we make use of remote access mechanisms such as secure VPN connections.

Although we would aim to deliver this service in general remotely, for a specific issue, if both parties agree that an on-site presence is more beneficial, then this will be delivered at no additional cost.

A monthly report detailing activities and balances will be provided by email.

On-site reviews will be held at least once per year, but also if requested.