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.