Fulfilling the promise we made last year to improve your customer experience we’re very excited to introduce our best-in-class Enterprise Support. We heard what you needed to make your projects even more successful and we acted. Now, as part of Progress Software we have been able to expand our support options with some additional offerings. Here are some of the exciting changes:
24x7 – Available Whenever You Need Us
We are proud to announce the introduction of 24x7 Support Services for Sitefinity. Starting July 25th, 2015, phone support will be available staffed by Sitefinity Senior Tech Support Engineers to assist you with Severity 1 issues with your production Sitefinity website.
To support 24x7 services we have implemented a “follow the sun” staffing with support staff around the globe, enabling us to be more efficient in covering critical issues.
Mission Critical - Say Hello to Your Customer Success Manager!
Wouldn’t you love it if you had someone who is knowledgeable about your specific Sitefinity environment and business needs, could monitor the status of all of your Sitefinity support cases, would be your escalation contact and ensure you get priority queueing for resolution? Your CSM will serve as your customer advocate and liaison to Product Management, Engineering and the Executive Team. You will get all of that and many more benefits with our new Mission Critical Support offering. It aims at helping you successfully achieve your business objectives and making the most out of your Sitefinity investment.
Severity and Service Level Commitments
We wanted to give you the possibility to inform us about your case severity. This will help us continue to prioritize our work to deliver the best service to you and our other customers. We also wanted to make sure you know what to expect when you need help. Our number one priority is to resolve your issues.
We know that sometimes you need to get extra attention on your case. The case severity that you specify gives us one side of that story, but there are also cases where there is a critical business impact of which we might not be aware. With the new process we have removed the limited escalation cases and are introducing a direct point of contact with the engineer working on your issue.
7-Day Bug Fixing
Similar to support cases, product defects are prioritized based on severity. Selected Sitefinity licenses will have their Severity 1 bugs prioritized and fixed within 7 days. Whenever possible we will resolve acknowledged Severity 1 product defects within 7 days, and ship these fixes in the weekly internal hotfixes build.
If business conditions prevent you from upgrading to the latest version, but you need some of the latest bug fixes, we will attempt to deliver a patch for your current version (for up to one major version back from the latest available release). Please note that due to code refactoring it’s not always possible to apply a patch to an older version. We stand committed to meeting your business needs, and if it is not possible to produce a patch we will recommend an upgrade.
Express Remote Now Available by the Hour
We’ve broken down the Express Remote assistance in smaller chunks, so you pay for the time you really need. You can currently book as many 1-hour time slots as needed to engage with our senior engineers online to work your case. In addition, selected Sitefinity licenses now come with Express Remote credits already included.
Telerik Sitefinity Support Cloud is an innovative support service that enables clients to investigate support incidents with our support team on a shared lab environment. It automatically spins up a new instance in a neutral cloud-based environment and sets up your project there eliminating the initial back and forth usually needed to clarify your setup details.
Some final words
We designed the new Sitefinity support services to provide outstanding round-the-clock customer support and maintenance services. Working on this project has been such an exciting experience! But the real excitement is right now as we announce it to you, our customers and partners for whom we have been preparing it all the time. It's all about stating a simple commitment we stand for - making it easy to get help from us and ensuring your success with Sitefinity.
Boyan Barnev is a Principal Information Developer at Progress. His mission is to demonstrate the unlimited capabilities of Sitefinity CMS via product documentation, SDK samples, and technical blog posts. He has graduated from the American University in Bulgaria and joined Telerik in 2011. Since then Boyan has held various positions in the company, leading the strategy and operation of the Sitefinity CMS Technical support service worldwide.
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