Maintenance Charter
Artisan believes it takes people, process and product to succeed. Artisan values the investment its customers make and continues to work closely with them to help ensure their success – and firmly believes that after sales support is part of what sets Artisan apart.
Maintenance & Support
Artisan believes in going the distance with its customers. In order for development team users to be fully supported with technical support, advice and up to date releases, Artisan has a number of maintenance, support and user help options. To get the most out of an investment in Artisan tools, users are encouraged subscribe to Artisan’s customer maintenance services. All users on a maintenance program have access to the following services:
- Product Maintenance - all product releases, upgrades, updates, bug fixes, patches and enhancements
- Technical Services - technical support on current versions of available products, including any immediately preceding release
- Customer Center - access to password-protected area to download updates, find out latest release information, register issues and communicate with Artisan support
To better support different customer needs, Artisan provides a Basic Maintenance subscription, Premium Support and custom level agreements.
Basic Maintenance Services
- English Language Technical support during normal business hours
North America - 09:30hrs to 17:00 EST, Monday to Friday (excluding US Public Holidays)
Rest of World - 09:00hrs to 17:30 GMT (excluding UK Public Holidays) - Queries logged online
- Access to bug fixes, latest release information and other online resources from Artisan's website
- Membership in the Artisan User Group
Premium Maintenance Services
- Everything included in the Basic Maintenance Services above, plus;
- Assigned Technical support representative
- Annual onsite health check
- Queries by email, phone or online
- Extended support hours
- System Administrator training for customer staff
- Annual roadmap presentations
Customer Service Level Agreements
An SLA is an important component of how Artisan can support its customers demanding requirements. Artisan will customize a comprehensive support program to suit specific needs. Some of the components available include:
- Local language support
- Local onsite support
- Enhanced response times
- Guaranteed access to developer resources for enhancements
- 24/7 support
- Reporting of KPIs & Metrics
- Executive Briefings - with Artisan's executive & engineering management
- Technical Account Manager - an experienced filed engineer resource who will understand your working environment
- Security cleared personnel