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Contact Surgient to learn more. |
Surgient Support
In addition to the complimentary self-help resources available at Surgient Success, Surgient offers two for-fee packages to meet your annual support and maintenance needs. Surgient Support provides a central point of contact for customers to report, track and resolve application incidents including access to software maintenance and release updates.
Feature |
Standard Support |
Premium Support |
Hours of Operation |
7am – 7pm U.S. Central Time
Monday through Friday
(Excluding U.S. Holidays) |
24x7x365 for all Severity 1 Issues |
Support Channels |
Telephone / Web / Email |
Telephone / Web / Email |
Response Time |
4 Business Hour (Severity 1)
8 Business Hours (Severity 2)
24 Business Hours (All Other Requests) |
1 Hour (Severity 1)
4 Business Hours (Severity 2)
8 Business Hours (All Other Requests) |
Authorized Contacts |
Up to 2 |
Up to 4 |
Number of Requests |
Unlimited |
Unlimited |
Software Updates |
Access to Minor Releases |
Access to Minor Releases |
Note: Surgient Standard Support is required for all licensed customers.
Surgient is committed to your success and wants you to derive maximum value from our products after the initial sale and deployment. We can customize support offerings to best suit your needs. If you have any questions about these offerings or would like further details on Surgient Support policies and procedures, please submit a sales inquiry or contact your Surgient sales representative.
Surgient Professional Services
Surgient provides the technical services, training and best practices you need to ensure a successful implementation and rollout of your lab initiative. Surgient Professional Services leverages the Surgient Deployment Methodology – a proven framework developed and based on more than 100 production virtual lab projects – to facilitate rapid deployment and to ensure customer participation and acceptance throughout the various phases.
Surgient offers a variety of services that may be tailored to meet your custom needs. Services include (but aren't limited to):
- Solution design and architecture
- Capacity and infrastructure planning
- Image and lab configuration planning
- Software installation and configuration
- Setup of initial images and lab configurations
- Software customization and integration
- Training for administrators and end-users
- Custom reporting and analytics
The Surgient Professional Services organization comprises highly-experienced project managers and consultants who are available to work on their own, or side-by-side with your personnel as part of a blended team.
To learn more, please submit a sales inquiry or contact your Surgient sales representative.