Silver Level Support Package Details: Available for purchase by North American and European direct sales customers
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What is Silver Level Support (SLS)?
SLS is an enhanced level of HGS Technical Support services. In addition to enhanced Technical Support, the SLS Package provides discounts for attending EAS and getting onsite training. Below is a brief overview of what is included with the SLS Package.
Silver Level Support Package:
Overview:
- Single, named user, and co-termed with a specified, current maintenance contract
- Faster response time
- Named Support Engineer
- Shared Desktop Viewing (Windows and Macintosh)
- Daily updates on incident status
- ENVI Analytics Symposium (EAS) discount (25% off)
- Onsite training discount (25% off, not including travel & lodging expenses)
- The Product Number is "SUPP-SILVER"
Exclusions:
- SLS Package is currently available only for North America and European direct sales customers with at least one product under maintenance.
- Support for network and computer system permissions is not included.
Additional Details:
- The expiration date of an SLS purchase is co-termed with the expiration date of a specified maintenance contract.
- SLS provides faster initial response time to customers. However, the scope of support assistance is unchanged:
- SLS is assigned to a single, named user
- Not intended to be shared by colleagues at an organization.
- Reasons for SLS user assignment include: Correction after purchase, personnel change, or temporary reassignment due to illness or vacation
- Shared Desktop Viewing (Windows and Macintosh)
- Shared desktop viewing sessions are prearranged.
- View-only sessions: Tech Support engineer cannot take control of or directly modify customer's system.
Availability:
- The SLS package is only available for purchase by NA and EU direct sales customers.
- SLS package is not available for Academic customers in North America. Instead, consider the Premium Academic Support package, product number, "10SUPUNL".
- Distributor sales customers are not eligible to purchase the SLS Package.
See Also:
Limitations of Silver Level Support (SLS) in "Fast Start" Bundles:
- Distributors customers are not eligible for SLS Package included in the ENVI Deep Learning Fast Start Bundle and SARscape Analytics Fast Start Bundle promotions.
- Distributors should continue to answer their customers technical support questions directly, as usual (with HGS Technical Support available to work with Distributors).
- The expiration date of the SLS package, as part of a Fast Start Bundle, is co-termed with the expiration date of the bundle licensing.
- North American Academic direct sales customers are not eligible to receive the SLS Package as part of a Fast Start Bundle.