Support Services

Overview

The purpose of CTI Technical Support is not to replace, but to enhance and leverage the product support services provided by vendors such as Google, PingIdentity, Microsoft and SailPoint.

Unlike product vendors, CTI support services concentrate on helping our clients support “solutions”, often based on multiple off-the-shelf products, components and even custom-written software. The majority of product vendors are not modeled to provide this level of red carpet service to customers. Rather, their focus is normally on identifying and quick-fixing a product “bug” instead of truly understanding the business impact, customer environment and longer-term required solution.

CTI Technical Support includes assistance with business-critical security and integration points. Another Technical Support focus point is the customizations or product extensions so often implemented to meet real-world business requirements. In addition, CTI Technical Support provides best practices guidance to clients for managing and supporting operational, live-production systems.

CTI technical support analysts are experienced providing product vendors with the necessary support documentation and navigating through the time-consuming and often complex steps needed to work successfully with the product vendor to resolve product problems.

CTI Currently Offers Three Levels Of Support

Silver Support

  • 24×7 phone and online access to CTI’s trouble ticket system and products knowledge base.
  • 4 client assigned support accounts
  • Support Services are available from 9AM – 5PM, Monday thru Friday for all CTI business days.
  • During business hours, same day, non-automated, trouble ticket response time for all trouble tickets regardless of priority.

Gold Support

  • 24×7 phone and online access to CTI’s trouble ticket system and products knowledge base.
  • 4 client assigned support accounts
  • Support Services are available from 9AM – 5PM, Monday thru Friday for all CTI business days.
  • During business hours, a 4 hour, non-automated, trouble ticket response time for all trouble tickets regardless of priority.
  • Quarterly Support Review: Meeting with CTI-assigned Technical Analyst (“TA”) to proactively review and discuss client’s environment, issues patterns, etc. This to include discussion on CTI’s ticket resolution history during the previous quarter.

Platinum Support

  • 24×7 phone and online access to CTI’s trouble ticket system and products knowledge base.
  • 8 client assigned support accounts
  • Support Services are available from 9AM – 5PM, Monday thru Friday for all CTI business days.
  • During business hours, a 2 hour, non-automated trouble ticket response time for all trouble tickets regardless of priority.
  • Quarterly Support Review: Meeting with CTI-assigned Technical Analyst (“TA”) to proactively review and discuss client’s environment, issues patterns, etc. This to include discussion on CTI’s ticket resolution history during the previous quarter.
  • Once-yearly Detailed Solution Health Check by a CTI Professional Services top-gun field consultant (a two-day on-site, component-level review of the solution versioning, patch levels, configuration, log files, security and integration related functions—-all intended to prevent any unanticipated service outages or disruption*

* Applicable only to Identity Management based solution customers;
Travel expenses to be reimbursed to CTI