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Home >IMS> BSM > Packaged Solutions >Level One Product Support

Level One Product Support


VAssure BSM provides First Level support for all your Remedy products. Our support operations run 24 hours a day, 7 days a week, 365 days a year because we know how important reliable support is to your mission critical applications. VAssure BSM prioritizes and resolves your product questions in an efficient manner while documenting any information associated with problems, resolutions, incomplete or incorrect manual contents. We actively participate in providing feedback to the vendor on product weaknesses, special client requirements and training feedback to help improve the products.

Features of VAssure BSM Support

Support Center availability from 5:00 am to 7:00 pm Monday - Friday Pacific Time (excluding VAssure Published Holidays). Availability may be upgraded by purchasing Premier Plus support.
24x7 Web Self Service site for self help, ticket submission and to check ticket status
Communication methods include Web, Email and Phone Supplemental one-on-one telephone and email assistance from a VAssure BSM Support Analyst for 8 hours/month
Access to latest product version, releases and maintenance upgrades via vendor support site.
Access to all product patches, fixes, releases of owned via the web, with current support contract ID
Onsite Services, if required

Benefits of VAssure BSM Support

As your implementation partner, we intimately know all the nuances of your environment including any customizations, integrations and your specific business goals tied to each system
We understand your business needs and how that influences technology
Client definition files are stored at our location to assist with any workflow issues
Remedy product expertise through active participation in user community and BETA programs
Access to Remedy Global Support Knowledgebase, and an active contributor to its development
Access to Remedy 3rd and 4th level support to quickly escalate appropriate issues

VAssure BSM Support Matrix

Support Item Basic Fast track Continuous Premier
Web Services - self help, product downloads, etc X X X X
Submitting Trouble Tickets
Web X X X X
Email X X X X
Telephone - X X x
Service Level Goals (in business hours/days)
Response for P1/S1 issues 4 Business hours 1Business hour 1 Clock Hour 1 Clock Hour
Support Availability 5 AM - 7 PM PST
(weekdays excl. holidays VAssure Published)
5 AM - 7 PM PST
(weekdays excl. holidays
VAssure Published )
24 x 7 x 365 24 x 7 x 365
Dedicated Support Agent Interaction - - X X
Telephone/Email - X X X
VPN/Web Conference - - - X
On-Site Remedy Consulting (travel expense not included) - - - X
News & Events

VAssure provides knowledge measurement solutions and services including assessments

VAssure provides knowledge measurement solutions and services including assessments

VAssure provides knowledge measurement solutions and services including assessments

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