 Partners
Customer Programs
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Aviva Inc. is
a division of
Scanpak Inc. |
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Customer Programs
Flexible programs give your customers freedom to choose
Offer your customers the choice of three levels of Maintenance and Support: Maintenance Plus, Premium, or Platinum. The programs are available for all Aviva products and provide priority access to our Customer Support department and a variety of other support services. Specific features that are currently available are summarized below.
Maintenance Plus
The Aviva Maintenance Plus Program provides technical assistance with a response time of within one (1) business day, during your normal local business hours. Also included in the Maintenance Plus Plan, and all of our support programs, is product upgrade protection. As a Maintenance Plus Plan member, you will receive notification of software fixes, detailing when these are available and how to best obtain them. Queries or problems may be submitted via fax or e-mail.
Premium
In addition to the standard features listed above, the Aviva Premium Maintenance and Support Plan offers faster response time - within four (4) business hours. During your normal local business hours, two (2) designated support contacts in your organization may report unlimited incidents by fax, e-mail or telephone. Aviva will also train your primary technical contact in hands-on product support to provide your organization with an in-house technical support resource.
Platinum
The Aviva Platinum Maintenance and Support Program offers Aviva's highest commitment to managing all of your technical support needs. Platinum Support gives you all of the features listed above, plus the fastest response time - within two (2) hours for urgent issues (such as system down, ranked Severity 1 by Aviva support). In addition, each Platinum Support Program member is assigned a dedicated Aviva Customer Support Specialist to provide proactive technical account management to ensure the success of your business-critical projects.
Platinum support offers coverage twenty-four hours a day, seven days a week by fax, e-mail and telephone.
© 2008 Aviva Inc.
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