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Matrix42 Support The support you need, whenever you need it.

No matter how good an IT product or solution is, there will always be a need for highly competent support services. Matrix42 delivers those services in two different ways, depending on your requirements.

Standard Support is primarily a self-help support resource with additional analysis of incoming requests.

Standard Support Key Features:

  • Matrix42 Community membership,
  • Regular newsletter information on new developments,
  • Provisioning of releases and workarounds,
  • 24x7 access to Matrix42 self-service portal,
  • Incident analysis with remote support,
  • Hotfixes for priority-1 (S1) incidents.

Premium Support provides you with a personalized support service, delivered via a dedicated Technical Account Manager. This ensures that you have a single point of contact who:

  • Understands your technical environment.
  • Holds regular incident reviews.
  • Helps you implement best practices.
  • Conducts an annual review with you to assess your support needs for the coming year. 
  • Provides an interface with our professional services team. 
  • Whichever you choose, you will have access to the help you need at all times.

Premium Support Key Features 

  • Personal advice and assistance from one of our Technical Account Managers,
  • Support in case of questions on the product’s use and functionality through extended telephone support (7.00 a.m. – 8.00 p.m. CET),
  • SLA for reply times / qualified feedback in less than one hour after an incident has been reported,
  • Prioritized incident handling,
  • Hotfixes for priority-2 (S2) and priority-3 (S3) incidents,
  • Remote installation of hotfixes, patches and service packs, also on Saturdays or Sundays if required,
  • Webinar trainings on technical issues,
  • Status reports,
  • “Health-Check” incl. review discussion.