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Matrix42 Premium Support

Matrix42 Premium Support

Maximize Your Investment with Customized Support


We’re committed to supporting our customers in a variety of ways. Do you have a highly complex IT infrastructure that has to run smoothly around the clock, 24 x 7?  Do you have special requirements for updates? Does your IT team need the highest level of service and support? Can you benefit from customized care and maintenance services?


Matrix42 Premium Support offers a higher level of support to accelerate time to value while optimizing your solution needs. 

OVERVIEW OF SERVICES


Premium Support provides the best support services while delivering greater customer satisfaction. In addition to the services of standard support, you receive a dedicated contact person, higher SLAs, comprehensive support 24 hours a day - 7 days a week, and extensive maintenance services.

Services

Standard Support

Premium Support

Service timesMonday to Friday​
08.30 am - 05:00 pm CET
Monday to Sunday​
24 hrs*
Provision of Hotfixes for Critical Incidents 
Remote Support for the Analysis of Incidents**
Access to the Matrix42 Service Portals**​
Provision of New Product Releases**​
New Product Release Newsletter**​

Remote Installation of Updates​

Matrix42 System Health Check

Provision of Hotfixes for Non-critical Cases

Service Level Agreements​

Personal Support from a Technical Account Manager**​
Support with Operating and Comprehension Questions**​
Priority Incident Handling**​

Consultation Service Prior to the Installation of Updates​
Remote Monitoring of Matrix42 Applications​

Use of LTSB Versions (Long-term Maintenance)​

Round Table with the Matrix42 Product Management​

Discount on Matrix42 Product Trainings​

* Monday to Sunday for critical cases, otherwise Monday to Friday from 07:00 am to 07:00 pm CET
** also for OEM products

YOUR ADDED VALUES

We provide dedicated support and personalized service options for your evolving business needs and technical environments.

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Top support by a dedicated and personal account manager​
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Joint planning of versions and releases​
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Predefined service levels with response times​
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24/7, around-the-clock hotline​
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Prioritized problem handling​
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Special hotfixes on demand​
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Remote updates and monitoring​
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Annual health checks​
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Long-term support versions

MORE INFORMATION ABOUT PREMIUM SUPPORT