Support and Maintenance Options
All SAP BusinessObjects users in New Zealand who pay for maintenance and support are entitled to have access to the SAP BusinessObjects Australia support package (details of the standard and premium package are below).
| Support Component |
Standard |
Premium |
| Regular telephone support |
Local business hours |
Local business hours |
| Emergency telephone support |
Local business hours |
24/7/365 |
| Online support |
Yes |
Yes |
| Maintenance and updates |
Yes |
Yes |
| Automated escalation process |
Yes |
Yes |
| Number of support contacts |
4 |
8 |
| Weekly report |
|
Yes |
| Self-service online reporting |
|
Yes |
| Priority queuing |
|
Yes |
| Premium support engineer (PSEs) |
|
Yes |
| Technical account manager (TAM) |
|
Yes |
| Regular onsite TAM wellness visits |
|
10 days per year |
| Customer environment review & recommendations |
|
Quarterly |
| Global and custom support options |
|
Yes, for an additional fee |
Those customers who have an agreement with Eagle Technology for support and maintenance have the following support options available to them also:
| Support Component |
Standard |
| Telephone support |
Local business hours (08:30am – 05:00pm) |
| |
0800 732453 |
| Fax support |
Local business hours (08:30am – 05:00pm) |
| |
09 639 0620 |
| E-mail support |
Local business hours (08:30am – 05:00pm) |
| |
helplink@eagle.co.nz |
All logged calls will be responded to according to severity:
| Severity |
Service Level |
| Severity 1 |
Maximum 2 working hour response to calls logged for assistance* |
| Severity 2 |
Maximum 4 working hour response to calls logged for assistance* |
| Severity 3 |
Maximum 8 working hour response to calls logged for assistance* |
The Eagle Technology Service Level is subject to contract.
| Descriptions and examples of case priority levels |
| Level |
Description |
Example |
| 3-Low |
The product has failed to perform a task that is non-critical in either a production or development environment. This is deemed to be a problem you can continue working with in the short term, but not for a longer period. A proposed workaround is satisfactory. |
1. Developing a universe, the network installation ceases to function correctly. The designer can continue operating with a local configuration but will need the full product functionality in order to fully deploy.
2. The bold format style icon is not Functioning but bolding can be accomplished by using the 'Format Cell' menu.
3. Questions such as "How does this work?" or "Why do I have this result?" |
| 2-Med |
The product fails in a particular task, which effectively halts your development process. The product is still functional in other areas and the problem is not technically halting use of the product. You do not require a short-term solution because the main functionality of the product still works. When feasible, a workaround will be provided. |
1. One report doesn’t function correctly but all other reports do.
2. You are unable to utilize the product in a file server configuration, but able to use it installed on a workstation disk.
3. You found a bug but the product is still in a development environment and this does not require a fix immediately. |
| 1-High |
The product is causing failure of some component or element of the Business Objects environment. When feasible a workaround will be provided until the problem can be fixed. You can still use the product in a majority of other areas. |
1. Part of the production has stopped operating because a variable gives a wrong result, so you cannot trust the reports produced by Business Objects. |
| |
|
Note: When possible, Worldwide Customer Support will attempt to provide a workaround for ‘1-High’ priority cases until the problem can be resolved. |
