The highest level of support offered by OpenFLEX , Enterprise Support is intended for those customers running complex business critical operations seeking around the clock access to OpenFLEX support personnel. Enterprise Support focuses on delivering proactive support by fostering direct relationships between the customer's experts and the OpenFLEX Account Support Engineer (ASE) assigned to the account. This approach allows the ASE to streamline processes, resolve issues more effectively, and increase the efficiency of the customer's corporate enterprise.

Summary of Program Features

• Unlimited incidents
  
• Four authorized customer contacts
  
• Assigned Support Engineer (ASE)
  
• Around-the-clock (24x7) pager service for priority 1 issues
  
• Onsite support
• Quarterly support reviews
  
• Technical support usage reports
• Software minor version upgrade and software service pack
  
• Private Web site access
  

Expertise
OpenFLEX support engineers have solid experience and knowledge in:

• Java, C++ based application development
• Insurance business operations
  
• OpenFLEX design concepts and methodology
  
• Distributed computing
  
• Relational database concepts
  

Contacts
Enterprise support includes four (4) authorized customer contacts. The contacts can receive technical support in several ways: via email, phone, or Web site.

Hours
OpenFLEX 's Enterprise support has the following business hours:

• Toll-free telephone support is available Monday through Friday, 9 a.m. to 6 p.m. EST.
  
• After-hours pager support is available 24 hours a day, 7 days a week on priority 1 issues.
  

Response Time
Accelerated response times apply:

• Priority 1: 1 hour
  
• Priority 2: 2 business hours
  
• Priority 3: 4 business hours
  
• Priority 4: Next business day
  

More Information
For more information about OpenFLEX customer support programs, please contact us at supportinfo@OpenFLEX .com. If you have questions about your software shipment or licenses, please send your inquiry to contractadmin@OpenFLEX .com. For all technical questions, please have your authorized contacts open a case via our technical support web site, http://help.OpenFLEX .com.