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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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Using Orion Consulting's flexible approach enables Marston's to respond to trading partner requests in a way that often exceeds their expectations. Orion work closely with us during the development and test phases of our projects and post-implementation, we receive excellent support from Orion.

I would recommend Orion Consulting to other organisations without reservation and regard them very much as part of the extended Marston's team.

Phil Court, Head of Technology Delivery, Marston’s PLC