CUSTOMER SUPPORT PLANS
SERVICES
Overview | Plan Features | Comparison Table
When You Need Immediate Help
FEATURES
• Same-day/next-day service, based on availability.
• Scheduled short-term interventions (within 2 weeks).
• No SLA commitment required.
• Quick turnaround (max. 2 days of effort, including travel).
WHO’S THIS FOR?
• Clients without a Support contract but who need immediate help.
HOW DOES IT WORK?
• Simply fill in and submit a one-page Priority Support request form.
• Upon receipt and approval, we schedule the appropriate resource(s).
Prepaid Bundles for Timely Coverage
FEATURES
• Services include issue diagnosis, fixes and replacements.
• Component upgrades, new features and software development.
• Draw from a bank of hours for crunches or scheduled updates.
WHO’S THIS FOR?
• Clients who want the peace of mind of an SLA and bank of hours.
HOW DOES IT WORK?
• Select a Flex package of 40 hours, 150 or a custom amount.
• Tailor the SLA to your needs and use hours over 3-12 months.
Continuous Support to Minimize Risks
FEATURES
• Regular site visits by dedicated Averna resources.
• Knowledge and system configuration management.
• Change management process and execution.
• Predictive maintenance and system-trend analysis.
WHO’S THIS FOR?
• Clients with multiple Averna systems and/or mission-critical deployments who require a non-stop Support plan.
HOW DOES IT WORK?
• Tailor your unique SLA based on response time, request type, issue severity and hours of coverage.
Three Great Reasons to Trust Averna Support
SENIOR ENGINEERS
Our seasoned specialists are on your wavelength. They focus on the most efficient methods to ensure your systems run smoothly.
DEEP EXPERTISE
You are in good hands with our Support engineers, who have multi-industry know-how spanning dozens of complex projects.
GLOBAL COVERAGE
We have 11 offices in seven countries worldwide, plus an extensive partner network, ensuring we have your needs covered.
Want to learn more about our Support coverage?
Averna's leading Test & Quality solutions ensure client products get to quality, market and margin faster than ever.
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