Features and Benefits
The Platinum Support Plan covers four general areas, each with a set of optional services.
- Hardware and Operations Support
For mission-critical enterprise applications, Saber provides complete infrastructure maintenance and operations (M&O) services. This includes providing 24/7 uptime, world-class ISO 19779-compliant security, 24/7 security monitoring, network monitoring, backup and recovery services, and both desktop and peripherals support. This includes working with you to negotiate the best pricing from hardware vendors for daily four-hour response, on site support. - Software Support
Saber will support all software we deploy, such as database management systems, operating systems, and middle-tier servers supporting J2EE, .NET, and others from vendors such as Oracle, Microsoft, IBM, BEA, Citrix, and so on. Hardware and software support includes Preventive Maintenance performed on a weekly basis. - Application Support
Saber supports any application it custom-develops, customizes, or implements. Application support includes bug fixes, enhancements, and upgrades, including complex changes to the application required by changes in business processes or requested by end-users. For all changes, we will obtain approval, prioritize the work necessary, and commit to implementation dates. Full regression testing will be performed to ensure that changes do not introduce unwanted behaviors into the application. Click for a complete description of application support coverage. - Help Desk
Platinum Support allows end-users to call Saber (a toll-free number is provided for geographically distributed users), e-mail our support group, or access our web-based help and support module for issues they have with access, performance, and functionality of the application, local hardware (workstations, printers, scanners), password and security, new functionality required, or any other area relating to the covered system.
