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Configuration Support Agreement

The Configuration Support Agreement (CSA) offers support for your operation of Orion Consulting products, rather than just the software product itself. As the majority of support issues will be covered by the package, you will benefit from enhanced response times and a defined and economical costing.

What is Covered

The CSA allows you to use Orion support for day-to-day operational issues, and resulting configuration or problem resolution, without being individually charged for each item.
Service pack upgrades carried out in normal support hours are included within the CSA contract.

The Package in Action

Orion will respond to a CSA request within 4 business hours to identify the problem and, where possible, its solution. Subsequent actions will depend on that identification.

When your personnel identify a particular issue, you may pass the details to Orion by email or telephone to Orion Support. Orion will then log onto your system, identify or clarify the problems and suggest or implement a resolution as required, keeping you informed during the process.

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Orion was chosen as the EDI system supplier for these projects as PathFinder provides all the connectivity required to communicate with our suppliers and customers with all the required EDI formats - out of the box. Orion have also listened to us and incorporated our requirements into subsequent releases of the PathFinder product.

The Orion team at all stages of the decision making, development and deployment of the PathFinder product instilled us with the necessary confidence that they knew their subject matter and were able to help guide and advise us to make the correct strategic decisions.

Darren Yull, Director – Integration and Web Services, Exertis UK & Ireland