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| QSA ToolWorks Public Feedback Forum > Fee-Based Technical Support > Administrative User Plan | You are not logged in. Login or Register. |
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| Author: | Topic: Administrative User Plan | |||
Matt Posts: 107 Registered: 2003-02-16  mstrange@mac.com  |
 Posted: Mar 31, 2003 6:26:19 pm    
Administrative Users The Administrative User plan is for end users who run mission critical applications that require downtime to be at an absolute minimum. This group requires 24x7 emergency support, and/or a potentially large number of support incidents. They may even require on site support. They rely on Helix to run applications critical to their enterprise and can not accept more than minimal downtime. Administrative Users require 'drop everything' support, whether it is for collection repair or any other need. They are paying for the service, and we must deliver. Administrative User membership is tied to a specific Helix product serial number, not to an individual. The typical customer is the database administrator (whether on site or solution developer) who needs a competent and reliable backup for times when they are on vacation or otherwise unavailable. Helix Technologies will provide that backup support. This program is not a development support plan: membership does not entitle the administrator to on site support for the purpose of database development. It is a systems support plan designed to give peace of mind to sites that can not function when their database goes down. Because of the on-site nature of this plan, it may not be available in all geographic areas. Issues Administrative sites should have high speed internet access (minimum: DSL) but this is not available in all areas. Other organizations may have restrictions on external access that will limit our ability to assist. In these cases, the customer must make a good faith effort to resolve the issue in a way that enables Helix Technologies to support them at the desired level.
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