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Matrix42 Premium Support

Matrix42 Premium Support

Outstanding services for special needs


Do you have a highly complex IT infrastructure that has to run smoothly 24 x 7? Updates can't just be applied quickly? Do your IT teams expect a high level of service and need customized care and maintenance services?


Matrix42 Premium Support offers the care package for the highest service demands.

OVERVIEW OF SERVICES


In addition to the services of the standard support, you receive a fixed contact person, SLAs, a 24x7 hotline and extensive maintenance services with the premium support.

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

Excellent support and individual services for highest requirements.

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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 defined response times​
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24 x 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