Support & Maintenance

We’re here to provide an optimal set of services that fit your unique needs.

Support Services

We offer three standard packages, but you can choose the support that fits the unique demands of your organization. 
Our easy-to-use support tools give you quick access to useful information and support services. The packages available are Diamond, Platinum, and Gold, and include different levels of support from the following:

  • Core Hours & SLA’s: Includes 24/7 hotline and email support as well as ensures mission-critical production systems are always up and running

  • Electronic Support: Core business hours with a technical support web portal, and online tracking of support tickets and client issues

  • Ticket System & Remote Support: Allows Actimize experts to do in-depth investigation into client systems.

Maintenance Services

Our maintenance services are included in the yearly license 
fees and ensure that you are kept up and running, informed, 
and engaged. You’ll also have access to the latest product updates, as well as our worldwide community of peers and subject matter experts.

  • Product Enhancements: Each new release includes access to the latest product versions and patches, complete with software code and updated documentation

  • Product Release Communications: Proactive notifications of recent and new releases, with guidance on upgrade planning

  • Client Engagement: Sharing of best practices and lessons learned, as well as the opportunity to provide direct input to product enhancements.

  • Online Searchable Knowledge Documentation Website: Access detailed information on code, code elements, and development information.