Top 10 Ways Tidal Premium Support Services Are the Right Choice
Tidal Premium Support Services are designed to keep your Tidal Automation™ platform performing at its best. Because your enterprise deserves nothing less.
We understand what’s on the line. Welcome to our support team. We put you FIRST. A great workload automation Tidal is the enterprise workload Tidal Premium Support Services are solution requires more than great automation solution of choice part of the Tidal CustomerFIRST™ technology – it requires a great for 700+ companies worldwide. program – our commitment to support process. The Tidal team provides make each customer’s experience comprehensive resources and with Tidal the best it can be, based accelerated escalation to keep your on YOUR expectations, not ours. environment performing at its best. 1 Choice of Three Plans 7 Case Reviews Success starts with the right Regularly-scheduled case plan. Tidal offers three service reviews with your designated levels, from Standard to engineer can help identify, Platinum, so you can easily anticipate, and prevent choose the plan that best recurring support issues, Top 10 meets your needs. as well as illuminate new opportunities to optimize Ways 2 24/7 Availability your Tidal investment. All service levels for production environments include 24/7 8 On-Site Visit Tidal technical assistance. When it comes to complex automation tasks, customized 3 Direct to the Source support can help you get Support Minutes count when you need the most from your Tidal answers. Pick up the phone environment. On-site Gives and talk directly with a trained engineering assistance is Tidal engineer. No runarounds available with visits up to or delays – you go straight to three days in duration. You an engineer. 9 Change on the Fly More 4 Environment-Specific Need to move to a different Test/QA and Production service level? Feel free to environments are different transition your support plan and need to be supported at any time without penalty. differently. We’ve configured our support offerings 10 We Put You FIRST accordingly. With nearly 40 years of experience helping the 5 Designated Engineer Fortune 1000 orchestrate and You can have a seasoned automate their mission-critical engineer specifically assigned workloads, Tidal understands to your team. Your engineer the unique technical and will know your account inside operational challenges of and out, promoting faster enterprise environments like problem resolution and a yours. We take your success more effective overall Tidal personally. This is Tidal deployment. CustomerFIRST™ in action.
6 Executive Escalation Pursuing a vital new automation initiative? A Tidal support executive will personally help you align priorities and resources to ensure your Tidal deployment serves your strategic needs. Standard Gold Platinum Service Levels Support Support Support
Production Environments 24/7 support • Directly contact Level 2 support engineer during standard business hours (7:00 am to 7:00 pm U.S. Central) • One-hour response for all calls received during standard business hours • One-hour response for Severity 1 and 2 calls received • • • outside standard business hours • Response no later than the next business day for Severity 3 and 4 calls received outside standard business hours • Updates to the latest Tidal software releases
Test and QA Environments 12/5 support • Directly contact Level 2 support engineer during standard business hours (7:00 am to 7:00 pm U.S. Central) • One-hour response for all calls received during • • • standard business hours • Response no later than the next business day for Severity 3 and 4 calls received outside standard business hours • Updates to the latest Tidal software releases
Additional Response Levels for Gold, Platinum FOR ALL ENVIRONMENTS • One-hour response for all calls received 24/7 • •
Engagement
Dial directly into your own designated engineer during normal business hours • Quarterly case review with designated engineer
• Weekly case review with designated engineer
• On-site visit up to 3 days (travel & expenses extra)
• On-site visit from member of Tidal Executive Team
•
Escalation
Escalation after 8 hours • Escalation after 4 hours • Direct Executive escalation for priority response and resource allocation
• Nothing is more important than you, our customer — your needs, aspirations, and critical activities in the enterprise. Our support solutions are tailored to your exact needs.
Our Tidal CustomerFIRST™ program embodies an attitude and a way of doing business that helps elevate your success and maximize the strategic value of your Tidal investment. It gives you a direct and powerful voice about the product and its future in an open, collaborative partnership.
Let’s get started! Contact your Tidal representative or email [email protected].
At the Vanguard of Automation. Tidal Software is at the vanguard of workload and digital automation. Our integrated portfolio of solutions and services optimizes the critical business outcomes associated with automation in the enterprise. We’re helping customers around the world orchestrate their critical business processes, IT, and infrastructure on the journey to digital automation. As a trusted advisor to the tidalsoftware.com Fortune 1000, Tidal offers a better approach to automation, putting YOU at the center of the automation universe. Tidal CustomerFIRST, Tidal Automation, and Tidal Explorer are trademarks of Tidal Software LLC. © 2019 Tidal Software LLC All rights reserved. 0919.