Support

Overview

Our support services are ideal if you are looking to remove the daily responsibility of managing your solution, with significant enhancements to a standard payments support agreement.

Premium Support
Premium Support uses our extensive experience and expertise, product innovation and tools to best protect your critical business functions and maximise the investment you have already made with Bottomline Technologies. 

As a preventative measure, Premium Support is designed to safeguard your business against the risks and costs associated with delayed processing by identifying any underlying problems with your system early, before significant problems occur.

Key benefits

	All calls are dealt with as priority 1; a guaranteed call back within one hour
	Prevention is better than cure:
		Scheduled monthly health checks Log checking, database sizing, improve efficiency, recommendations around efficiency and capacity planning
		System care Stored Virtual Machine (VM) of configuration –– helps with root cause analysis and available in case of a disaster/loss on site Live restore - support will remotely restore the save configuration in the case of a disaster/loss
		Patches, and minor release management Advanced warning and advice, remote patch installation and testing support of stored VM and live system
		SUNs registered with Hands Free Finance (HFF) Bureau for Bacs Instant access to outsourced Disaster Recovery
		‘Ask the Expert’ regular premium support customer webinars Get the inside track on new and up-coming features and industry changes, put questions to experts
		Weekly ISCD/EISCD updates Remain compliant with Bacs legislation change coming January 2012

Premium Care
If you are looking for more of a ‘hands off’ approach to your support services, with Premium Care, our experts will run your day-to-day processes for you, enabling you to concentrate on more business-critical tasks.   As a bespoke service, tailored to your individual requirements, we will use a consultative approach and our extensive experience to best protect your unique business critical functions.

Our Premium Care Support Services include the following elements:

• Back-up and recovery process audits
• Index resizing
• Table monitoring
• Error log monitoring
• Performance tuning
• Extended Service Level Agreements
• Technical Account Management
• Managed services
• 24/7 service

For more information on Bottomline’s support solutions please download the following datasheets: