Overview

AIRCOM International offers customers an exceptional range of support for our tools.

STANDARD support offers eight hours a day, five day a week access, and a four hour response time, with full use of the AIRCOM International knowledgebase. Access to our team of regional support engineers is unlimited, and there is full remote access to patches and our POWERTOOL utility library.

PREMIER support offers enhanced, 24/7 support with a response time of one hour or less, with your own dedicated support engineer. As in the STANDARD tier, access to patches and our POWERTOOL library is free, but the PREMIER service offers the added benefit of onsite support for implementing front end software upgrades. It also offers EOL (End of Life) support. PREMIER customers can also receive Oracle® support, with an annual system audit, and enhanced access to the AIRCOM International knowledgebase, including ClearQuest™ bugs, application notes and white papers, and a range of other business and technical information. Up to two weeks' service time per vendor interface is also included in the package.

Our PREMIER PLUS service also offers 24/7 support with a one hour or less response. In addition to all the features of the PREMIER support tier a dedicated support team comprised of experts in front end, interface modules as well as your own dedicated Oracle® database administrator is provided either onsite or remotely. This level of support is intended as a managed service covering your systems needs from daily administration to implementing new versions. Finally, in-built upgrade protection entitles you to receive all new versions of your software, for the duration of your contract.

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