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Technical Support
Offerings | Serving Customers with Expertise
and Vigilance
Because of the critical importance of technical
support in maintaining software, SL-Tech
requires customers to purchase these services.
All software updates (program upgrades),
enhancements and new releases, module for
module, are provided to the district at no extra
charge through your technical support fees.
Standard Technical Support (Base Service
Level Agreement)
Technical Support provides users with a variety
of support services, including:
New Releases. As a WebSMARTT
customer paying annual support, your
district will be sent each general
release update. The release
includes electronic documentation and
updates to the User Guide as
appropriate. Our goal is to provide one
or two general release updates per year.
Phone support. SL-Tech provides live
technical support coverage from 7:00
a.m. to 7:00 p.m. ET, Monday through
Friday. During non-peak periods of the
year, callers to the technical
support system have an 85 percent chance
of a live connection on the first call.
When there is not a live connection,
SL-Tech has a fast one-hour response
time.
Technician Connection (web-based
support). This service allows SL-Tech’s
support staff to look directly into your
computer and more easily diagnose and
solve problems. Customers who have used
this service have experienced
significantly faster resolution times to
their problems, and overall wait times
are down.
Periodic proactive support in the form
of email announcements and special
mailings.
Documentation.
Access to the Support
Center. A more personalized experience
on the Customer Support Center website
with password access to specific user
issues. You can also access the
service requests (SR’s) and make RMA
requests through the Service Center. Our
Knowledge Base can help you find
information and solve problems quickly. |
I’m a
customer, take me to the Support Center
Add-On Components:
In addition to our standard support package
as described above, we also offer “Add-On
Components” that may be purchased
independently or as part of an
enhanced package (see below).
Courseware Online Training.
Courseware is a customized, web-based training
tool hosted by SL-Tech. It
reinforces training conducted by SL-Tech, and
is available to customers via their technical
support contract. Courseware includes practices
and quizzes using actual scenarios based on
district information. Courseware curriculum is
based on job types and for a fee, can be
customized to fit your rules,
policies, and procedures, including tasks
outside of our software (e.g., operational
processes).
Click here for more information on Courseware
Network Services Group (one-time technical
analysis included in enhanced packages)
NSG support is a proactive service to directly
monitor and maintain your infrastructure. This
service was created for customers who are short
on resources and staff with enough technical
experience. Rather than the typical support
where you contact us when there is an issue,
this service will provide you with personnel
who actively look at your systems and
anticipate issues before they become problems.
Services include: Server Management, Site Thin
Client Management, Site PC Management,
Monitoring & 24/7 Notifications, Backup
Management & Disaster Recovery, and SQL Server
Management (DBA). This includes a one-time
analysis.
Click here for more information on the full
array of services provided by NSG
inTEAM (one-time evaluation included in enhanced
packages)
Using best practices and proven inTEAM metrics
as a guide, inTEAM will provide a one-time
evaluation of the operational health of your foodservice program from a business
and financial management perspective. inTEAM
will then partner with foodservice management to
develop a detailed business plan addressing key
areas for growth and improvement, resulting in a
stronger program with more robust financials and
nutritional integrity. Deliverables will include
a program review and evaluation, including
summary report, a detailed operational
improvement recommendations, and a business plan
for success, including objectives, metrics, and
timelines.
Click here for more information on inTEAM and
their suite of offerings.
Dedicated Level 2 Support
Any call that
cannot be immediately resolved by Level 1
Support is escalated using our web-based
call-tracking system to
specifically assigned to your district
Level 2
Analyst for resolution.
Tuition to National User Training Conference
(excluding hotel/airfare)
SL-Tech offers an opportunity for all of our
customers to get together to network, have fun
and learn more about all of our products.
SL-Tech Yearly Check-Up
We know from experience that preparation and
preventative maintenance can save districts
time, effort and headaches. Our yearly check-up program
(2-days onsite) focuses on assessing performance
of the network environment; third party
interfaces; updating the current system;
establishing a plan for end of school year
archiving, and reviewing in person any stubborn
open issues. It is also an ideal opportunity to
make sure you are taking full advantage of the
most up to date software functionality. |
Support Package Upgrades
As our business grows in both operational and
technological sophistication, SL-Tech has
expanded our support offerings to cover many
previously overlooked areas. This new structure
is consistent with an overall company movement
geared towards improving the experience of users
at all levels.
Diamond Level Support Package
The highest level of support available includes:
•
Standard Technical Support services
•
Courseware Online Training
•
Dedicated Level 2 Support person assigned to
your district
•
1 tuition to the annual National User Training
Conference
•
2-days of onsite support in the form of a Yearly
Check-Up
•
Network Services Group one-time technical
analysis
•
One-time inTEAM evaluation.
Gold Level Support Package
Our Gold support includes:
•
Standard Technical Support services
•
Courseware Online Training
•
2-days of onsite support in the form of a Yearly
Check-Up
•
Network Services Group one-time technical
analysis
•
1 tuition to the annual National User Training
Conference
Silver Level Support Package
Our Silver support includes:
•
Standard Technical Support services
•
Courseware Online Training
•
2-days of onsite support in the form of a Yearly
Check-Up
•
1 tuition to the annual National User Training
Conference
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