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NTP Software Support Services

 

 

 

 
 
Support Services
At NTP Software, we make a world-class commitment to the success of our customers as they work with our technology.

Given that our customers are not all the same and your circumstances may vary as well, we have worked to create a suite of options that allows you to choose the level of service that best fits your needs.

Regardless of your choice, our technical staff and consultants will always follow a documented procedure and are supported by an on-line tracking system that ensures you receive the best support possible.
 
 
Support
     
NTP Software's Support Department is normally available from 8 AM to 6 PM, Eastern time, Monday through Friday except holidays.

Around-the-clock support is available to Platinum customers at an additional annual fee.
 
 
 
Case Management and Escalation
     
Your case is constantly monitored for progress by our on-line tracking system. We will update you with status regularly, but we try to avoid sending you reports that say nothing. If you do not hear from us and become concerned, please feel free to contact us. Our goal is to give you a resolution or a work-around as quickly as humanly possible, and we apologize in advance if we forget to include you in the struggle.

If an open case is not resolved in a timely fashion, the appropriate personnel are automatically alerted by our on-line system. Time-based escalation is a part of our process.

If you are not satisfied with our handling of a critical request, or have other concerns, please speak to our Dispatcher or the Support Group Manager, who can intervene in our process and take the appropriate action.
 
 
 
Triage Process
     
In some situations the cause of a problem is not clear, or more than one issue may surface at once. Our engineers work with you to identify the business impact of each problem and to assign the appropriate severity to it. We have three such levels:

Severity 1 - a production system is down and unable to continue
Severity 2 - a serious software problem, with a difficult, high-cost, or severely unpleasant workaround, but that does not stop production or development
Severity 3 - a less serious software problem, product usage question, or esthetic or documentation problem.

Should you have more than one open item, we will apply the bulk of our efforts to the most severe one first.
 
 
 
Product Releases Eligible for Support
     
Under normal circumstances, we provide Technical Support for problems with the current release and the immediately prior release of our products. This support is given only to properly licensed copies running, unaltered, on appropriate hardware and operating system configurations, as specified in the program's documentation.
 
 
 
Emergency On-site Support
     
Emergency On-Site Technical Support is available to Platinum customers for Severity 1 problems deemed to require an emergency response from the NTP Software Technical Team.

If a customer requests emergency support that would be significantly facilitated by our assistance on site, we agree to use our best efforts to provide it within a reasonable commercial time-frame.
Technical Support is not a replacement for training or consulting services, both of which may be necessary ingredients for success in complex installations. Your NTP Software Account Representative is the best avenue through which to obtain these services.

In some cases, our Technical Support staff may refer your case to a Tech Support Manager or your Account Representative, when they believe it can be resolved more quickly or more appropriately by using our Professional Services Consultants or Training Services.
 
 
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