Contact us concerning the level of Enterprise Support you are considering or if you have any questions reguarding what level of support best aligns with your specific needs.

Support Hours: The timeframe with which one will be typically logging support incidents.

Response Time: The worst-case scenario timeframe from when a support questions is logged until one can expect a response.

Web Issue Access & Logging: The ability for the customer's support contacts to submit issues and track their individual progress directly in the internal ITS (issue tracking system)

Email Support: Allows one to communicate elated issues and technical details directly to the Mtekin Support staff and for those exchanges to be tracked via the our ITS.

Chat Support: The ability to communicate issues directly to the Mtekin staff provided that there is a mutually agreeable time and accessible messaging service.

Phone Support: Access to the Mtekin Support/Development emergency phone line.

Incident Count: The number of incidents one company can log within the term of their agreement.

Performance Audit: A several-hour (typically 3 to 4 hours) review of the customers ; based architecture with the deliverable being suggestions on how one might improve or streamline their performance.

Verified & Hot Bug Fixes: "Verified Bugs" are those that can be repeated locally by Mtekin engineers, on our own boxes. Once they are repeatable (aka "discovered") those bugs will be prioritized and a hot fix will be rolled out to the customer.

New Feature Development: It allows one to direct the Development Team, in order to create a new feature or optimize existing functionality to their individual use-case. Time-frames of execution and the scopes of such projects are quoted on a case-by-case basis.

Installation & Integration Consultation: 8 hours of Consulting to perform a basic installation and integration into ones application or database.

Quarterly Health Check: For the term of the agreement a quarterly 2-3 hour architecture review to insure the health of the customer's software installation.