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Support Services

customer_ServiceMiddleware Associates prides itself on customer support; in fact, we believe that customer service is more important than the product itself.  However, the two do go hand in hand; customer services sure are easier to administer when the product is stable and functions according to its specifications.

If you are not happy with your present system performance, even it’s from a competitor, let us know and we will be happy to take a look and give you a free assessment on how to improve performance.

Service DescriptionFirst Year SupportAnnual Service Level AgreementSystem Administration
Secure VPN ConnectionYesYesYes
Application Software UpgradesYesYesNo
Device Firmware UpgradesYesYesNo
Proactive System AuditsNoYesNo
Remote Error Events Notification to Middleware AssociatesNoYesYes
Database OptimizationNoYesNo
Response to a cusotmer emailwithin 24 hours, 7 days/weekwithin 24 hours, 7 days/weekwithin 24 hours, 7 days/week
Project Management for system expansionNoYesNo
Informal TrainingNoYesNo
Customer Software DevelopmentNoNoNo
Installation of DevicesNoYesNo
Troubleshooting / repairing user network issuesNoNoNo
Data Import / Export for/from 3rd party applicationsNoYesYes
Administration of badges, schedules, access rights, and all other featuresNoNoYes
Remote Monitoring of PC/Server Critical processes and servicesNoYesNo