Fenestrae Maintenance & Support

Understanding and anticipating the effects of upgrading part of your critical IT systems is often difficult. The Fenestrae Maintenance & Support Program ensures your mobile and fax messaging solutions keep running when you deploy the latest versions of business applications. You can increase the number of fax lines or upgrade to newer and more efficient fax boards without impacting on your business. You can support an explosion in mobile devices with faster, always-on GPRS networks. You can deliver continuous service each day.

The Fenestrae Maintenance & Support Program ensures that your organization will have access to the latest Fenestrae technology; seamlessly integrated into your products and ready to be deployed within your environment. By signing up, organizations will benefit from convenient and timely access to service releases and packs as well as hot fixes. Access Fenestrae’s Global Service Center via telephone, email, fax, or web chat and maintain better uptime, minimal downtime, and a reduction in after-hours troubleshooting.

The Fenestrae Maintenance & Support Program is a smart investment that helps you continue with your business and adapt your critical messaging and mobile applications as business and IT requirements evolve. The service includes full access to the Fenestrae support website. A wealth of specific product information is available there including service releases, service packs, and hot fixes for Fenestrae products.

Benefits

• Global and 365x24x7 support availability
• Access to additional expertise when you need it most
• Guaranteed response times from highly qualified technical personnel
• Business continuity as you upgrade your IT environment and critical business applications
• Guaranteed support for the latest fax boards, messaging systems, mobile networks, and devices
• Access the latest product enhancements and fixes

Fenestrae Global Service Center

Staff at the Fenestrae Global Service Center co-ordinate all support services to increase efficiency and save time. The Center is available during customer’s local business hours with a guaranteed response within two hours. Customers can optionally contact their dedicated service engineer or liaise with their technical account manager. They can monitor the status of support incidents at all times through the Fenestrae support website.

Fenestrae can also help organizations to prepare for upgrade projects, increase the functionality of Fenestrae products, and make suggestions about how to reduce system administration and support loads. Support upgrade packages also include additional after hours stand-by support and on-site services.

For customers with the highest service level requirements the Fenestrae Maintenance & Support Program offers additional premium SLAs that include:

• Fenestrae support availability 24 hours per day, 365 days per year
• Additional designated contacts within your organization
• Dedicated Fenestrae technical account manager or service engineer
• Guaranteed one-hour response times