Regency Fact Sheet

http://www.informix.com/informix/services/broch/regency.htm (PC Press Internet CD, 03/1996)

Informix Regency Support
Regency Support is our most comprehensive, top-of-the-line service and support offering, giving you direct access to your own account manager--who you should consider as another member of your full-time staff.

Benefit from Worldwide Resources

When you're operating in a mission-critical environment, every member of your team must have an in-depth knowledge of the technology in place. Your best line of defense against unexpected questions or problems is a dedicated, one-person offense: an Informix Regency Support account manager.

While INFORMIX-OpenLine addresses those who need prompt and reactive support, Regency Support takes it one step further. Regency Support provides you with direct telephone access to your own account manager, who you should consider another member of your full-time staff.

Their job is to understand you, your environment, and your business well enough to provide proactive support. Account managers target key resources within Informix--those with the expertise to match your environment--and use those resources to resolve issues that arise.

Regency Support account managers also assist you in comprehensive planning for the future. Twice a year, your account manager will visit your site, get up-to-date information on your environment, work with your staff, and help you to analyze and compare current system capabilities with anticipated system demands.

Because each account manager handles only a handful of clients, you get all of the attention you need.

Receive Full Project Coverage

When you sign on for Regency Support, all of your products with INFORMIX-OpenLine agreements are covered for your particular project. This means that whether your project has one OpenLine agreement or 100, a single Regency Support contract will provide you with full coverage.

Use TechInfo Center and InformixLink(R)

Regency Support 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 with information that's as in-depth as you need.

TechInfo Center is also available via a yearly CD-ROM subscription service, in which updates are sent on a monthly basis, or through a traditional dial-up service.

All OpenLine Features, Plus...

Regency Support includes all of the features of INFORMIX-OpenLine, such as product updates and upgrades, case escalation privileges, priority setting, and special technical support publications like Tech Notes--all of which add even more value to your Regency Support agreement.

Exercise Your Options

Flexibility is important, because one support program doesn't fit all needs. We offer a variety of add-on options that allow you to fine tune your Regency Support service:

24 X 7 Support
Your Regency Support account manager is available during business hours. During non-business hours, we have a 24X 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 support--and 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 who is teamed with your Regency Support 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.

Regency Support: A Summary

Direct, unlimited telephone support during business hours (toll-free in the United States) for your two named contacts, through your dedicated Regency Support account manager
Two scheduled on-site visits per year
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 use's guide
- directions for contacting sales
Monthly status reports on account activity
Case documentation reports
Notification of requested information on product releases or specific bug fixes
Coordination of requested product updates and upgrades
Advance information about new feature announcements
Purchase privileges that include:
- on-site technical account manager
- 24 X 7 coverage
- CD-ROM subscriptions to InformixLink and TechInfo Center
- additional TechInfo Center packages and add ons
- After-Hours support option

000-20857-76

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