Support
Squiz’s Supported Open Source business model combines the no-licence-fee freedoms of open source with commercial levels of support. That means:
- you pay for the services you use, not for licences, and,
- you can depend on us for support when you need it.
Squiz ‘after care’ support services comprise the following.
Application Warranty
Squiz provides application warranties with all of its Service Level Agreements (SLAs). If at any time during the term of your SLA MySource Matrix fails to function in accordance with the Software Specification, and the Conditions of Warranty have been satisfied, Squiz will immediately remedy the defect.
Help Desk
Squiz provides expert, friendly Help Desk services from 8.30 am to 5.00 pm on business days. Help Desk services can be included as part of an SLA, or pre-paid with a Squiz Service Pack.
Service Level Agreements
Squiz provides a suite of SLA options, enabling you to customise your SLA to include the services and assurance you need to keep your systems up and running so that you can hold true to your customer service commitments.
Each SLA provides an Application Warranty.
In addition, you can choose to have Squiz take care of your entire server software stack including uptime guarantee, security maintenance, all MySource Matrix modules, upgrades and bug fixes, monthly Help Desk access and 24x7 Emergency After Hours Support.
Service Packs
Squiz Service Packs are discounted, pre-paid bundles of Squiz time. A current Service Pack enables you to use our Help Desk, and also to access any other Squiz services you may require.
This gives you a convenient method of tapping directly into Squiz professional or technical services without the need to fill in work requests each time you need support. Because Squiz timesheets are available in real-time through our extranet you always know how many hours have been used, on what, by whom and when. All work is timed live and down to the minute.
24x7 Global Support
New Zealand clients with an international presence requiring 24x7 global support, can access seamless Help Desk services in English. These are provided by the New Zealand Help Desk located in Wellington during NZ business hours, and by Squiz support engineers located in Hobart and London outside NZ business hours.