Welcome
to Proxima Technology Customer Support. Our mission is to provide a
high level of support service to our customers by resolving issues
quickly and efficiently. We accomplish this by providing
technical advice and solutions you may need to be successful using
Proxima Technology products to address your business needs.
Our
goal is to provide you with the best technical solution for any issues
you may encounter. In helping you with your issue, a Support Technician
will collect all the relevant information on your environment and
symptoms of your problem. They will then take the necessary steps to
isolate the problem and provide the best solution possible. The
information we collect will improve our responsiveness and our ability
to provide our customers with effective, timely resolution to any
issues customers may encounter while using our solutions.
This
document is intended to provide a clear framework by which Proxima
Technology can create satisfied customers by delivering the highest
levels of support services in the most cost effective manner. By
following these procedures and guidelines, Proxima Technology can
ensure you receive prompt and effective support services.
When
support services are purchased from Proxima Technology, customers are
able to contact support technicians based in one of our global support
centres. Proxima Technology will provide a range of support services
from these centres to meet varying needs of customers, including 24x7
and communication via email, telephone or on-line to connect
you quickly with the expertise you require.
Customer Satisfaction
Proxima Technology is committed to understanding and resolving your
incidents and welcomes feedback on the quality of its support services.
If you have any issues with the way in which your incident is being
handled by Customer Support, it is important that you contact the
Support Manager at
.
Alternatively you may also contact your Account Manager.
Assigning a Severity Level
Critical Severity
High Severity
Medium Severity
Low Severity
Business
Impact
Serious business exposure for the customer.
Customer business is moderately affected but still operating.
Customer business is not affected, but the problem has visibility operationally.
Customer business is not affected.
Financial
Impact
Significant financial impact to customer.
Moderate financial impact to customer.
Insignificant financial impact to customer.
Insignificant to no financial impact on customer.
Work
Outage
Customer is unable to work or perform a significant proportion of their operations. Their ‘Production’ environment is involved.
Customer is unable to work or perform a significant proportion of their operations. Their ‘Development’ environment is involved.
Customer is unable to perform a small proportion of their operations, but they are still able to complete the majority of their tasks.
Non-critical issues, general questions or enhancement requests that have little or no impact on the customer’s ability to perform their job.
Support Procedure
When you need assistance, you should contact Customer Support. Many questions can be answered by reference to on-line help, product documentation and the Knowledge Base in Proxima Technology’s Support System http://www.support.proxima-tech.com/. Please check these resources first. If a solution other than what is provided from these resources is needed, you should contact Customer Support via the on-line support system, email or telephone. The use of the on-line Support System will accelerate the resolution of your support cases.
Services 
