Find answers to frequently asked questions and support for
TLC products.
|
Ensuring access to all of your applications, no
matter where people are, can be a daunting task. TLC's access
solutions are relied upon by tens of thousands of people in some of
the most sensitive and demanding IT environments.
TLC and our solution partners provide the expertise
and responsiveness to make delivering seamless connectivity easy. Our
support professionals can help you with any aspect of installing,
administering or using TLC's products.
We offer a range of support options that can be
tailored to meet your specific needs:
|
TLC Customer Support Programs
|
| Customer Support Key Features
|
24x7 Platinum Support
|
8x5 Gold Support
|
| Support Service (Email and Web)
|
X |
X |
| Support Services (Telephone)
|
X |
X |
|
Call Response & Escalation Procedures
|
| Number of Service Requests
|
Unlimited
|
Unlimited
|
| Access to FAQs on Website
|
X |
X |
| Maintenance Update & Upgrade Releases
|
X |
X |
| Authorized Contacts
|
(Five)
|
(Two)
|
| Product Security Advisories
|
X |
X |
| Quarterly Customer Newsletter
|
X |
X |
| Complimentary Pass to TLC User
Conference |
(Three) 1
|
(One) 1
|
| TLC Product Training Discount
|
(10%) 1
|
|
| Severity Levels 2
|
X |
X |
| Round-the-clock Customer Support *
|
X |
|
| Configuration Analysis
|
X |
|
| Priority Call Response
|
X |
|
| Critical Problem Alerts
|
X |
X |
| Support Access
|
24x7
|
11x5
|
1 Subject to availability.
2 See
Severity Levels chart.
* Production down calls only for after-hours only.
We use the following guide for assigning
severity levels and the targed initial response times as shown
below.
|
TLC Customer Support Programs
|
| Customer Support Key Features
|
24x7 Platinum Support
|
8x5 Gold Support
|
| Support Service (Email and Web)
|
X |
X |
| Support Services (Telephone)
|
X |
X |
|
Call Response & Escalation Procedures
|
| Number of Service Requests
|
Unlimited
|
Unlimited
|
| Access to FAQs on Website
|
X |
X |
| Maintenance Update & Upgrade Releases
|
X |
X |
| Authorized Contacts
|
(Five)
|
(Two)
|
| Product Security Advisories
|
X |
X |
| Quarterly Customer Newsletter
|
X |
X |
| Complimentary Pass to TLC User
Conference |
(Three) 1
|
(One) 1
|
| TLC Product Training Discount
|
(10%) 1
|
|
| Severity Levels 2
|
X |
X |
| Round-the-clock Customer Support *
|
X |
|
| Configuration Analysis
|
X |
|
| Priority Call Response
|
X |
|
| Critical Problem Alerts
|
X |
X |
| Support Access
|
24x7
|
11x5
|
1 Subject to availability.
2 See
Severity Levels chart.
* Production down calls only for after-hours only.
We use the following guide for assigning
severity levels and the targed initial response times as shown
below.
|
Severity Levels |
|
Severity |
Service Request
Description |
Response Time |
Severity
1 |
Production Issue - System down; virtually complete
inturruption rendering the product inoperative. |
2
hours |
Severity
2 |
Production Issue - Serious impact to business.
|
6
hours |
Severity
3 |
Production or Pre-production Issue - Minor impact.
|
1
business day |
Severity
4 |
Configuration - Environment or product (e.g.
how-to), general inquries. |
2
business days |
|
|
