Excellent Support and Services Help You Meet Strategic Goals

When manufacturing is your business, downtime isn’t an option. That’s why our customer support organization is there for you. With more than 70% of our employees in technical positions, we can support your organization from almost anywhere in the world.

Doing that is important to us. In fact, we believe our success is determined by your success. That’s why we over-deliver customer service so your unique requirements, goals and objectives are met on time and within budget. We also continue to modify our methodologies to keep our processes operating at optimum performance.

Customer Support Programs That Ensure Your Success
Apriso’s Software Product Maintenance & Support options are world-class. Our goal is to deliver the most comprehensive support and training options available in the market today. To date, we support more than 400 customer locations worldwide with a comprehensive network of global support and training centers, highly skilled personnel and a uniquely structured support offering.

A Variety of Support Offerings Help You Meet Your Business Goals
All our customers in good standing have access to full-version upgrades, as well as maintenance releases, patches, and fixes. This level of support provides investment protection for your Apriso software from ongoing product upgrades to licensed modules. In addition, you have access to a skilled support organization structured to collaborate with your personnel in the successful use of Apriso application software, associated hardware, and relevant third-party software.

Our standard offering includes:

• Software product updates, enhancements and maintenance
• Level One services
• Level Two & Three support services
• Telephone assistance and support
• Online and traditional documentation and training

Customized Support to Fit Your Needs
Apriso’s support centers can customize an offering to meet your specific needs. Our options include:

• Silver (Standard) Support – available eight hours a day, five days a week
• Gold Support – includes all the benefits of Silver Support plus 24 hour availability, five days a week
• Platinum Support –  includes all the benefits of Silver and Gold Support, plus 24 hour availability, seven days a week

Telephone Support
Telephone Assistance and Support Services offer phone access to our skilled staff of analysts for problem reporting, determination and resolution. Support is also available via email and Web.

Support Benefits at a Glance:

• Continual product repairs via service pack releases
• Cost effective, flexible, and customizable extended support
• 24x7 access to customer support service center
• Secure, 24/7/365 access to our customer support Web site for case input and management, knowledge base retrieval and documentation
• Experienced, knowledgeable, and committed support analysts
• Ongoing product development for new modules and enhancements (more than 80,000 hours of Research and Development completed annually)

Training
Our education professionals offer comprehensive product training to help you learn how to implement, configure, and maintain your FlexNet® system. Regularly scheduled classes are held at Apriso’s worldwide or regional headquarters, or at your site. Apriso believes training is a key ingredient in helping maximize your ROI.

Documentation
Documentation is available both online (FlexNet only) and by CD with every new major software version release.