Elite Support Plan

Sign-up for our Elite Support Plan and you will receive all the benefits of both Standard and Premium plans, in addition to a full server and database management service, access to SNS public courses and many more.

Support Plan Features Listing

Installation de Systèmes Gratuite

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Technical Support Representative

As part of our standard support, an SNS technical resource - with detailed knowledge of your systems infrastructure, setup, and software customizations - is assigned to your account. This ensures a smooth communication with our support team and a fast resolution of your incidents.

Unlimited Incidents

You are not limited to a certain number of incidents, you may log on our support desk portal; all issues logged will be reviewed and resolved.

24x7 Critical Incident Support

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Live System Monitoring

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Personnel Recruitment Assistance

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Automated Escalation and Notification

To ensure that incidents are resolved within the predefined time frame, our support desk solution will automatically notify various levels of SNS management based on a structured escalation procedure.
In addition, critical incidents are forwarded to senior management from the beginning to ensure immediate action is taken.

Complimentary System Assistance

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Server Management Service

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Access to SNS Public Training

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Free Days of Development

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Customer Advocate Representative

A Customer Advocate representative with in depth knowledge of the application will conduct regular review meetings with you; propose enhancements to your operations as well as follow-up on the resolution of the different incidents logged by your team.

Access to Senior Level Support

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Phone Support Access

During your working hours, you have direct phone access to our support team in order to follow-up on priority incidents resolution or inquire about a problem.

Database Archiving Services

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Online Support Reports

Our portal provides you with access to online management and KPIs reports enabling you to assess the quality of our support and compare it to defined metrics and measures. Such reports and KPIs include:

  • Average response time
  • Average resolution time
  • Number of issues posted by type over a period of time

Online Support Portal

The SNS Support Portal is available to you 24x7 to log incidents with instant notifications to the support person assigned as well as updates on expected response time and alert on availability of solution.

Yearly System Assessment

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