Mission Critical Support

 

Our premier service program is for enterprises that demand continuous system availability. Designed to support mission-critical environments,  this program focuses on failure prevention, rapid recovery and technical services planning. A team of specialists works proactively with the customer to eliminate potential service issues that could impact system availability. When customers need help, they have immediate access to their designated support team 52 weeks a year, 7 days a week, 24 hours a day. A designated Technical Account Manager (TAM) will work with you to:

  • Provide support request escalation and management
  • Facilitate recurring team meetings, status updates and progress reports
  • Provide trend analysis and feedback based on your support activity
  • Design a customized support plan to help ensure quick escalation and resource allocation
  • Coordinate multivendor troubleshooting efforts
  • Promote regular and consistent communications between your organization and Performance internal groups, including support, engineering and management

Key Benefits

  • Priority Access to senior-level technical support engineers provides expert assistance and speeds issue resolution
  • Aggressive target response times help minimize downtime
  • Additional business-hours weekend coverage is available for Severity 2 issues
  • Proactive and reactive onsite services are also included