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Advanced Trading Solutions provides customers with top rate support services. Support personnel are available during all business operating hours of production systems and can be paged directly for after-hours operations. Response times are guaranteed to within one hour; solution workarounds and corrections are guaranteed to within 48 hours with a signed maintenance agreement.
Advanced Trading Solutions provides three tiers of customer support levels, each of which depends on the nature of the support issue and the level of support provided for under the terms of the maintenance agreement:
Level Three: Issues are diagnosed with a support representative or developer over the phone.
Level Two: Support personnel and/or developer(s) log directly onto the target workstation/server on the client's network via a secure dial-up or VPN connection.
Level One: Support personnel and/or developer(s) are dispatched to the client site.
Support personnel will work closely with the IT Support group of your business operation to ensure a smooth transition of production responsibilities (unless the software or service is being provided as part of a Service Bureau arrangement) once development and Q&A testing with the business side has been completed. Detailed operational and troubleshooting documentation will be provided to the client’s business and technology group as part of the basic licensing or consulting arrangement.
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