One-size support does not fit all! Because your support needs are as individual
as your business, our services go far beyond traditional notions of technical
support. We’ll help you with particular issues, of course—quickly and
efficiently. But we also want to be part of your team, to be with you at every
step. Because we’re as passionate about your success as you are.
What you
need, when you need it
With Mathemetrica Support, you get the exact level of support you need—whether it’s
priority access to support professionals, proactive “health checks,” highly
technical advice, or a certified professional who takes on the administrator
role in your company. End user questions? Make a highly skilled administrator
part of your day-to-day team. Ready to expand? Get the platform expertise you
need.
Personalized support solutions
All customers are automatically enrolled in Basic Support, so you can use our
self-help resources any time and call with questions. Calls are answered during
the work week, within 1 business day. Developer Support is only available for a
fee, on a per-case basis. For faster service, additional resources, and unique
and innovative support services, Mathemetrica Support also offers;
|
Support Feature |
Basic Support |
Premier Support |
Premier Support with Administration |
|
Case limit |
Unlimited |
Unlimited |
Unlimited |
|
Response time |
2 business days |
2 hours |
2 hours |
|
Online customer portal |
Included |
Included |
Included |
|
Live phone support |
12/51 |
24/7 |
24/7 |
|
Assigned representative |
- |
Yes (50+ users) |
Yes (50+ users)2 |
|
Health check (annual) |
- |
Yes (50+ users) |
Yes (50+ users) |
|
Developer Support |
|
Yes |
Yes |
1 Excluding phone and online support on Australian Holidays.
2 Available in the United States, Canada, Europe, Japan and Australia.