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We are announcing the best news
in CATIA administration...tiered
support contracts. These contracts are
designed to provide the appropriate
level of support for all CATIA
implementation issues, large and
small. With these contracts, CATIA
downtime and administration costs can
be reduced by matching effort with
need.
We have divided support levels
into categories:
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Telephone contact with your system
administrator
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Remote login via modem or Internet
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Onsite consultation
The following "level" structure solves
problems based on difficulty in
conjunction with your company's CATIA
system administration expertise. When
requesting support, the following
problem resolution path will be taken:
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Level 1 Support - Response
by phone to determine the problem
and offer solutions. This will
require a UNIX knowledgeable
administrator at your facility who
can invoke commands suggested by
our administrators.
If a problem cannot be
resolved over the phone,
we will login remotely
via modem or Internet and
attempt to solve the problem.
we can assist in the
creation of the desired remote
login connection.
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Level 2 Support - A
representative will be
onsite as soon as possible once it
is determined that a level 2
support call is required.
All level 2 support visits
will be scheduled at a time
convenient for both parties.
If an emergency level 2
support issue arises,
we will address the
problem as quickly as
possible. Level 2 support
calls can also be used for
normal CATIA maintenance
including:
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Install new releases of
CATIA
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Identify and install fixes
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Install additional CATIA
workstations
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Reorganize data storage
and discuss backup issues
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Basic system maintenance
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 Below are the plans we have designed that
"bundle" various combinations of the
support levels. Based on our experience
with different size CATIA installations,
we have accounted for typical telephone
and onsite consulting. The following
Service Plans are available:
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Emerald - Low Level
Support
This plan bundles Level 1 and
Level 2 support. It is based
on typical requirements for
companies with 5 seats of
CATIA or less.
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Telephone / Modem
service: 12 hrs per
month - Call for
pricing
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Onsite Service: 3 days
per year
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Ruby - Medium Level
Support
This plan bundles Level 1 and
Level 2 support. It is based
on typical requirements for
companies with 15 seats of
CATIA or less.
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Telephone / Modem
service: 20 hrs per
month - Call for
pricing
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Onsite Service: 7 days
per year
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Diamond - High Level
Support
This plan bundles Level 1 and
Level 2 support. It is based
on typical requirements for
companies with 30 seats of
CATIA or less.
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Telephone / Modem
service: 30 hrs per
month - Call for
pricing
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Onsite Service: 13
days per year
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One of these plans should fit your
company's requirements for CATIA
support. The guidelines (with respect
to typical number of seats) are merely
suggestions. There are no restrictions
in your plan choice. For instance, a
major factor in determining which plan
to select is your current system administration
experience.
Regardless of the plan chosen,
we treat all service calls
with the same professional and prompt
response.
Obviously, the objective in these
support plans is to keep your CATIA
installation running smoothly. CATIA
is changing constantly and the expectations on your systems and
system administrators are always
growing. Our experience in CATIA
System Administration is the best in
the industry (as many of our customers
already know). |
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