Wiki
Versions Compared
Key =copy, =delete, =insert, =replace
Diff (diff 0.000 sec, rendering: 0.000 sec, diff len: 47 chars)
Support
Strong product knowledge, expertise in enterprise infrastructure, and a passion for understanding customers’ requirements differentiate Fujitsu’s Software Support team.
Highly Skilled Technical Support Staff For Rapid Issue Resolution
- The Fujitsu support team consists of highly qualified engineers that have significant experience in various phases of the product life-cycle including development, quality assurance and testing. The hands-on experience ensures rapid issue resolution.
- The support team undergoes certification on products within the Interstage Suite on a regular basis so as to stay abreast with enhancements to the offerings.
- Support engineers are continuously trained on the latest technologies.
- Each customer is assigned a primary support contact who is responsible for ensuring that s/he:
- Stays familiar with the customer environment to facilitate quick issue resolution
- Understands the role of the product within the customer’s business scenario and can translate the implications of technical issues to the Fujitsu team
- Maintains direct access to development teams enabling rapid issue escalation
- Maintains direct access to product managers to advocate a customer’s Request For Enhancements (RFEs)
- Serves as the single point of escalation and communication around critical issues so that the appropriate Fujitsu resources are quickly brought in to resolve problems
Web-based Support System Aids Issue Tracking & Product Access
- Registered customers and partners have full access to our Web-based Support System to register, update, and track issues.
- An extensive online Knowledgebase serves as the first stop for customers when they encounter technical problems.
Global Infrastructure Supports Global Operations
- Fujitsu leverages its support centers spread across the globe to rapidly respond to and resolve customer issues.
Support Offerings
Baseline Services
- Guaranteed responses within specified times. Response times are dependent on the support plan purchased.
- Support issues can be raised over the phone, email or the web.
- Remote diagnostic tools that allow quick access to customer environments.
- Access to Web-based Support.
Advanced Services
- Installation, deployment, upgrade and migration services.
- Performance and tuning related services.
- On-site support availability.
- 24X7 support. Availability based on region and language. Please contact us.
Training
- The Support Group conducts training classes that specifically address product-specific troubleshooting and maintenance exercises. We also offer a complete training package.
Support offerings vary by region. Please contact your local Fujitsu office for details.