Professional Services: Service Contracts & Subscriptions
D ATA S H E E T
INSIGHT PRODUC TS
Professional Services: Service Contracts & Subscriptions For customers that want an added layer of support and peace of mind, Service Contracts & Subscriptions (SCS) provides maintenance and technical support for tasks that fall outside of the Custom Software & Solutions standard warranty period. Service Contracts & Subscriptions offers three flexible tiers of service with various features depending on user needs. From access to a dedicated manager to support on an upcoming software release, SCS offers an important input to your workflow in a timely and customized manner.
Features and benefits Access to professional services wiki Gain access to knowledge base for helping solve problems and learning about services Technical support Provide customers with ability to get answers to technical issues they are having with flexible times to meet their need Elite service manager Provides customer with single point of contact, faster response time to their issues, and broader technical knowledge Priority remediation Provides customer with immediate relief and support for priority one issues Content update management Helps customer update imagery and other content updates into customer workflow. Customer doesn’t have to worry about integration issues or timing Onsite support Provides customer with advanced support at their site allowing for quicker resolution Escalation support Provides customer with clear path to product management for getting issues resolved in future software releases or patches for critical issues Custom software development blocks Provides customer with additional development hours for new features in their workflow
Kuala Lumpur, Malaysia
Software releases Enables customer to download updates and fixes for their software. Could provide critical fix for their workflow or give them advanced feature
www.digitalglobe.com
Corporate (U.S.) +1.303.684.4561 or +1.800.496.1225 | London +44.20.8899.6801 | Singapore +65.6389.4851
D ATA S H E E T
PROFESSIONAL SERVICES: SERVICE CONTR AC TS & SUBSCRIP TIONS
Professional Services offerings
Service options Pricing/packaging The product uses a subscription model, with subscriptions running either
Service Contracts & Subscriptions exist
annually or multi-year. Customers may choose from the following flexible
within the DigitalGlobe Professional Services
configurable options to determine their quality and price tier: Service
Gold
Silver
Bronze
Per Incident
Hours of Operation
See below
See below
See below
See below
Access to Wiki
•
•
•
•
Tech Support Access 24x7
Up to 400 hrs
Tech Support Access 24x5
-
Tech Support Access Business Hours†
-
Up to 400 hrs -
-
-
-
-
Up to 200 hrs
Up to 40 hrs
product line:
DigitalGlobe Professional Services
Custom So ware & Solutions
Service Contracts & Subscriptions
Customer & Reseller Training
Escalation Support
Up to 64 hrs
Up to 48 hrs
Elite Service Manager
Up to 200 hrs
Up to 100 hrs
-
-
Priority Remediation
Up to 96 hrs
Up to 48 hrs
-
-
Contact
Content Update Management
Up to 40 hrs
-
-
-
Email: [email protected]
Onsite Support
1 visit‡
-
-
-
Custom Software Development
160 hrs
80 hrs
-
-
Software Releases†
Bug fixes and maintenance updates
Bug fixes and maintenance updates
Bug fixes and maintenance updates
Bug fixes and maintenance updates
Service
Gold
Silver
Bronze
Per Incident
Hours of Operation
24 x 7
24 x 5
8am - 5pm MST Monday - Friday
8am - 5pm MST Monday - Friday
Length of Service
1 year
1 year
1 year
1, 3, 5 pack
Methods of Access
Phone and email
Phone and email
Email
Phone and email
Methods of Response
Phone and email
Phone and email
Phone and email
Phone and email
SLA (response time)
4 hrs
8 hrs
24 hrs
48 hrs
Up to 24 hrs
-
Toll Free: 800.496.1225 Phone: 303.684.4561
DS-PSSCS 06/13
www.digitalglobe.com
Corporate (U.S.) +1.303.684.4561 or +1.800.496.1225 | London +44.20.8899.6801 | Singapore +65.6389.4851
INSIGHT PRODUC TS
Professional Services: Service Contracts & Subscriptions For customers that want an added layer of support and peace of mind, Service Contracts & Subscriptions (SCS) provides maintenance and technical support for tasks that fall outside of the Custom Software & Solutions standard warranty period. Service Contracts & Subscriptions offers three flexible tiers of service with various features depending on user needs. From access to a dedicated manager to support on an upcoming software release, SCS offers an important input to your workflow in a timely and customized manner.
Features and benefits Access to professional services wiki Gain access to knowledge base for helping solve problems and learning about services Technical support Provide customers with ability to get answers to technical issues they are having with flexible times to meet their need Elite service manager Provides customer with single point of contact, faster response time to their issues, and broader technical knowledge Priority remediation Provides customer with immediate relief and support for priority one issues Content update management Helps customer update imagery and other content updates into customer workflow. Customer doesn’t have to worry about integration issues or timing Onsite support Provides customer with advanced support at their site allowing for quicker resolution Escalation support Provides customer with clear path to product management for getting issues resolved in future software releases or patches for critical issues Custom software development blocks Provides customer with additional development hours for new features in their workflow
Kuala Lumpur, Malaysia
Software releases Enables customer to download updates and fixes for their software. Could provide critical fix for their workflow or give them advanced feature
www.digitalglobe.com
Corporate (U.S.) +1.303.684.4561 or +1.800.496.1225 | London +44.20.8899.6801 | Singapore +65.6389.4851
D ATA S H E E T
PROFESSIONAL SERVICES: SERVICE CONTR AC TS & SUBSCRIP TIONS
Professional Services offerings
Service options Pricing/packaging The product uses a subscription model, with subscriptions running either
Service Contracts & Subscriptions exist
annually or multi-year. Customers may choose from the following flexible
within the DigitalGlobe Professional Services
configurable options to determine their quality and price tier: Service
Gold
Silver
Bronze
Per Incident
Hours of Operation
See below
See below
See below
See below
Access to Wiki
•
•
•
•
Tech Support Access 24x7
Up to 400 hrs
Tech Support Access 24x5
-
Tech Support Access Business Hours†
-
Up to 400 hrs -
-
-
-
-
Up to 200 hrs
Up to 40 hrs
product line:
DigitalGlobe Professional Services
Custom So ware & Solutions
Service Contracts & Subscriptions
Customer & Reseller Training
Escalation Support
Up to 64 hrs
Up to 48 hrs
Elite Service Manager
Up to 200 hrs
Up to 100 hrs
-
-
Priority Remediation
Up to 96 hrs
Up to 48 hrs
-
-
Contact
Content Update Management
Up to 40 hrs
-
-
-
Email: [email protected]
Onsite Support
1 visit‡
-
-
-
Custom Software Development
160 hrs
80 hrs
-
-
Software Releases†
Bug fixes and maintenance updates
Bug fixes and maintenance updates
Bug fixes and maintenance updates
Bug fixes and maintenance updates
Service
Gold
Silver
Bronze
Per Incident
Hours of Operation
24 x 7
24 x 5
8am - 5pm MST Monday - Friday
8am - 5pm MST Monday - Friday
Length of Service
1 year
1 year
1 year
1, 3, 5 pack
Methods of Access
Phone and email
Phone and email
Phone and email
Methods of Response
Phone and email
Phone and email
Phone and email
Phone and email
SLA (response time)
4 hrs
8 hrs
24 hrs
48 hrs
Up to 24 hrs
-
Toll Free: 800.496.1225 Phone: 303.684.4561
DS-PSSCS 06/13
www.digitalglobe.com
Corporate (U.S.) +1.303.684.4561 or +1.800.496.1225 | London +44.20.8899.6801 | Singapore +65.6389.4851
