These services are specifically designed to support all aspects of a client’s functional needs and technology infrastructure. Please see below to understand how these services can be applied to your business and take advantage of the comprehensive offerings from Horizant’s experts.
Technical Support Plan
The Technical Support Plan is designed to support the client’s production environment. This plan entitles your organization to an unlimited number of Technical Support Incidents, valid for a period of one year from the date of activation.
Scope of Technical Support Plan:
Expert User Time Blocks
The Expert Services provide assistance with using the software product features. The plan is intended to supplement technical support to assist with specific services such as report creation, installation, configuration, feature use, and system customization. The consumption of Expert User Hours is administered and controlled by the client’s authorized user(s). Expert User Services require scheduling to ensure availability of appropriate resources based on client requests and do not follow the severity definitions and response parameters as outlined in the “Technical Services Agreement.” Please refer to Expert Services Agreement for details on the service level agreements.
Expert Services will be provided on-site if necessary, although travel disbursements will need to be arranged as an additional cost item. The Expert User Services are sold as a pre-paid fixed package of hours.
With any plan, two (2) named individuals (“Authorized Contacts”) from your organization may open a Technical Support Ticket or an Expert Services Request via the Support Web site or other mechanisms Horizant may make available. The default method of communication is through the Horizant website where clients can complete a Ticket Intake Form.
Create a ticket with Horizant support
In addition to the service contracts listed herein, Horizant also offers clients a software subscription plan that is intended to ensure that the client’s software installation is maintained at the most current version. The plan includes any new version of the software which is released during the plan’s contract period. Additionally, the plan includes any software updates released by the software manufacturer during the contract period. Please note that the labour to install the software or upgrade the underlying database is not covered under this agreement.
Contact Horizant for service and software support through one of our three plans