http://www.informix.com/informix/services/broch/openline.htm (PC Press Internet CD, 03/1996)
INFORMIX-OpenLine
INFORMIX-OpenLine gives you all the benefits of Informix Assurance plus quick-response telephone support, case escalation, as well as many other options such as extended support hours.
We're Part of Your Front Line
With technology becoming ever more complex, it's increasingly difficult to be an expert in all areas of your information management environment. Even the best developers, DBAs, and technicians need to rely on the knowledge of specialists from time to time.
If you're in an environment where you need prompt, responsive telephone support, INFORMIX-OpenLine is the solution for you. With OpenLine, experts in Informix database server and tools technology are on hand to augment the skills of your team on an ongoing basis.
We're Part of Your Front Line
Through OpenLine, we help to keep your applications running smoothly by providing you with immediate technical expertise. When you call, you won't get an administrator who takes a phone message. You'll get a highly trained technician who will be able to answer your question--in most cases, right away--or find another internal resource
that can.
Our support experts stay ahead of the changes in Informix technology, and in our industry, with continual training and on-the-job experience. They participate in internal research and development committees, industry technical
teams, and share their knowledge with other technicians worldwide through ongoing training and workshops.
Priority Setting
When you call most technology providers with a question or a problem, they set the priority for your call, based on their evaluation criteria. In other words, they tell you how serious your issue is.
When you call Informix, we don't set the priority level. You do, based on your knowledge of your own environment.
And we go to work to fix it.
Rely on Automatic Escalation Worldwide
A critical feature of OpenLine is problem escalation, leading to resolution or acceptable workarounds to ensure that your information management environment stays on line or your development project stays on track.
If you call into technical support to report a problem and it can't be resolved immediately, we'll start an automatic,
priority-based escalation process that moves through more advanced technical staff and Informix management. We'll do everything we can to resolve your case.
Use TechInfo Center and InformixLink(R)
OpenLine provides you with access to TechInfo Center, the special, "members-only" section of InformixLink, Informix's World Wide Web site. InformixLink, the interactive information service, is designed to provide instant access to the most up-to-date information about Informix products, programs, and services.
Through TechInfo Center, you can view current information, such as the latest Informix product release availability, 24 hours a day, seven days a week. It's a proactive way to stay current.
Access to TechInfo Center is available via the Web, a yearly CD-ROM subscription service, in which updates are sent on a monthly basis, or through a traditional dial-up service.
Tech Notes: Your Quarterly Resource
In addition to TechInfo Center, OpenLine customers also receive our quarterly Tech Notes technical magazine. In Tech Notes, you'll find a wealth of new ideas and technical information--not available anywhere else--to supplement your staff's skills development.
Updates or Upgrades: Keep Up with Technology*
If you want to stay competitive, keeping up with the newest technology isn't just a good idea. It's a necessity.
We've designed OpenLine to include all of the benefits of Informix Assurance and more, so you can change your environment at a pace that's best for you. Some customers only want updates to maintenance and enhancement releases as they become available. Others need upgrades that provide feature modifications and additional functionality.
Updates are included with OpenLine upon request. Upgrades to major releases are available to OpenLine customers at preferential pricing. Either way, you have options, and a clear path for migration.
Choose Your Level of Support
OpenLine is available during normal business hours, or around the clock. With your OpenLine agreement, you can choose from the following optional coverages.
- 24 X 7 Support
During non-business hours, we have a 24 X 7 support option which provides access to an on-call support engineer. When minutes count, and you can't afford down time, 24 X 7 support is the answer.
- After-Hours Support
After-Hours support is for those who need technical support coverage on a pre-planned, temporary basis. With this option, you decide when you need off-hours supportÑand pay only for that specific time. After-Hours is appropriate if you don't require constant around-the-clock coverage, but can plan the specific time you will require support during non-business hours.
- On-Site Account Management
For your most intensive projects, telephone support may not be enough. If this is the case, you should consider an on-site, dedicated Informix technical account manager. This combination provides the ultimate in attention, proactive
support, and insurance against expensive system down time. It's also the best environment in which to train your staff for long-term support and maintenance of your system.
Informix Customer Services
When you go to the time, effort, and expense to establish a business partnership with a technology provider, you expect a lot from them. Most of all, you expect to be successful with their products.
At Informix, we offer a comprehensive set of customer services that have been independently evaluated as some of the best in the software industry. Our commitment to the ISO 9000 quality standard means that the highest product and service quality is something you can count on.
No matter where you are in the world, you'll find the same, consistent approach to customer service and support. Eight regional support centers worldwide are the hubs for an integrated network of local support centers. You have access to the knowledge and expertise of Informix technical personnel from around the globe, in the local language of your geographical area.
To find out more about the wide range of Informix customer service and support options that can help you meet the
changing demands of your computing environment, contact the Informix sales office nearest you, or your local Informix supplier.
INFORMIX-OpenLine: A Summary
- Maintenance and Enhancement releases upon request
- Unlimited telephone support during business hours (toll-free in the United States)
- Problem case escalation
- Tech Notes publication
- Access to TechInfo Center (via InformixLink on the World Wide Web), including:
- available product release information
- ability to order new releases on line
- on-line copy of Tech Notes
- on-line copy of software porting schedule
- on-line copy of software defect status report
- error message information
- description of available support program offerings
- Education Services information
- TechInfo Center user's guide
- directions for contacting sales
- Purchase privileges that include:
- major releases at preferential pricing
- product trade-up savings
- 24 X 7 coverage
- Regency Support *
- CD-ROM subscriptions to InformixLink and TechInfo Center
- additional TechInfo Center package and add ons
- After-Hours support option
* Some restrictions apply.
000-20856-76
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