Wellfleet Software provides professional support for all our products.
Wellfleet Software offers three standard technical support programs, each providing a set of features entitlements and different levels for response time and support personnel availability. The Silver/Gold/Platinum programs offer customers the ability to choose the level of service to best leverage the value of their investment in our products.
Silver Program Our standard level of customer support, Wellfleet Software Silver program, provides timely, effective support during normal business hours. The Silver program includes the following features:
• Support coverage 9AM-5PM US ET, Monday-Friday, excluding public US holidays.
Gold Program Wellfleet Software Gold program provides an increased level of support for critical business situations and a prioritized problem escalation process. Wellfleet Software Gold offers all of the features of Wellfleet Software Silver program, plus the following benefits:
• Support coverage 24 hours a day, 7 days a week for business interruption/fatal issues
• Named Contact for case escalation purposes
• Priority Case Handling over Silver program
Platinum Program Platinum is our most comprehensive customer support program is designed to ensure maximum productivity in the business environment by promoting world-class reliability through dedicated ownership and round the clock support. The Platinum program offers all of the features within Gold and Silver programs, and includes the following additional benefits:
• Support coverage 24 hours a day, 7 days a week for all support issues
• Designated Platinum Support Consultant
• Accelerated, rapid response and resolution over Gold for all support issues
• Proactive notification service
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