PLEXOS international offers three standard levels of Support Agreements:
- Silver - entitles the holder to updates for their licensed software, access to the IssueCenter and a single
Point Of Contact (POC) for business hours (US Central time) telephone support.
- Gold - adds version upgrades and an additional POC to the Silver level.
- Platinum - adds a specified number of POCs and 24/7/365 telephone support to the Gold level.
A Custom Support Agreement
can also be developed to meet the requirements of any client. On-site
support can be provided, at additional cost, whether or not a Support Agreement is in place.
PLEXOS international provides online support through the IssueManager, an InfoCenter application.
The IssueManager provides a convenient, web-based interface for reporting problems and requesting
enhancements. All Issues posted to the IssueManager are assigned to the appropriate development team
and are tracked in the InfoCenter through the resolution process. Email notifications are sent as
each step of the process is begun and completed.
If a developer or tester needs additional information about an Issue, a Clarification is entered
and the appropriate person is emailed. Files may also be uploaded to the IssueManager when needed to
help resolve an issue. New product versions and updates can be downloaded, as well.
Go to the IssueManager
Our standard support policy provides a manned telephone support line during normal
business hours. For applications and clients requiring 24/7/365 support, a Platinum Support
Agreement is required.
Incoming support calls are referred directly to the appropriate developer whenever
possible. The person who takes the support call is generally the one who is responsible for
the code in question.
For support, please call:
In some cases, on-site support is either required or is requested by the customer. On-site support
is provided on an "as needed" basis, outside the scope of the standard Support Agreements.
On-site support can also be provided through a
Custom Support Agreement
. Please contact PLEXOS
international sales for more details.