Middleware 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 Description||First Year Support||Annual Service Level Agreement||System Administration|
|Secure VPN Connection||Yes||Yes||Yes|
|Application Software Upgrades||Yes||Yes||No|
|Device Firmware Upgrades||Yes||Yes||No|
|Proactive System Audits||No||Yes||No|
|Remote Error Events Notification to Middleware Associates||No||Yes||Yes|
|Response to a cusotmer email||within 24 hours, 7 days/week||within 24 hours, 7 days/week||within 24 hours, 7 days/week|
|Project Management for system expansion||No||Yes||No|
|Customer Software Development||No||No||No|
|Installation of Devices||No||Yes||No|
|Troubleshooting / repairing user network issues||No||No||No|
|Data Import / Export for/from 3rd party applications||No||Yes||Yes|
|Administration of badges, schedules, access rights, and all other features||No||No||Yes|
|Remote Monitoring of PC/Server Critical processes and services||No||Yes||No|