AspenTech® Premier Plus Support

Your ONE source for award-winning support

AspenTech Premier Plus Support is included in our license subscription agreements where Software Maintenance Services is bundled into subscription payments through the entire license term. AspenTech Premier Plus Support contains all the services of AspenTech Premier Support, and also includes the following additional services and faster response times:

·         24x7 Customer Care Service

·         Technical Support Advocate Service

·         Faster Response Time and Escalation Time

·         Access to the web-based AspenTech Online Training Modules

 

24x7 Customer Care Service

Customer Care provides assistance on non-technical issues and escalation to AspenTech Technical Support on technical issues. AspenTech Premier Plus customers have access to this service 24x7. For technical issues, Customer Care will ensure that incidents are created and assigned to Technical Support Consultants for resolution. For non-technical incidents, Customer Care will see the incident to resolution.

 

Technical Support Advocate Service

Customers are assigned Technical Support Advocates (TSA) who provide the following services:

·         Serve as the technical escalation point for the primary products installed at the customer sites to make sure complete resolutions are provided for critical and complex technical issues.

·         TSAs have expertise with customers’ primary installed products and work with the customers to become familiar with the technology setup at the customer sites.

·         Host regular review meetings of open incidents, bugs and status check-ins.

·         Coordinate virtual product support clinics including short “What’s New” sessions and “How To” sessions on functions, features or interfaces.

 

Faster Response Time and Escalation Time for Critical Incidents

The table below shows the faster response and resolution times under AspenTech Premier Plus Support. The bold italic represents the higher service level compared to AspenTech Premier Support.

 

 

Criticality	Status Updates	Escalation to Development (a)	Resolution w/o Code Change (a)
Critical	Every Hour	Within 1 Hour	Within 1 Day
Urgent	Every Business Day	Within 1 Business Day	Within 3 Business Days
Important	Every 2 Business Days	Within 3 Business Days	Within 7 Business Days
Minor	Every 2 Weeks	Within 7 Business Days	Within 4 Weeks

(a)   For business hours/ days. Target for resolution times is 80% of incidents within target.

 

Web-Based Online Training Modules

AspenTech’s web-based Online Training Modules provide short videos and training materials to help customers learn the features of AspenTech products. The modules include “How To” and illustrative examples as well as other learning materials. These modules are searchable by product name and key words. The library of modules will increase over time.

 

For more details about AspenTech Premier Plus Support, please refer to our Customer Services Guide.