Customer Support
Solutions Partnership Program (SPP)
InfoDyne’s support services are provided as a part of our Solutions Partnership Program (SPP), a three-level support program that can be tailored to fit your specific requirements. All levels include technical support, automatic provisioning of product upgrades, and discounts towards future purchases. The SPP is administered by the InfoDyne Support Group, comprised of trained support staff and engineers.
| SPP Level | Services Provided |
| SPP Level 1 | Technical Support
Case Management
Product Distribution
Standard Support Hours |
| SPP Level 2 | SPP Level 1 Plus:
Installation & Configuration
System Monitoring
System Management
Extended Support Hours |
| SPP Level 3 | SPP Level 2 Plus:
Data SLAs
Latency SLAs
Response SLAs |
SPP Level 1 (provided as our staple Customer Support offering):
Technical Support: This service includes identifying and logging the support issue, researching and analyzing the issue, determining an appropriate solution, and providing an appropriate response to the Customer. Technical Support is provided via phone and/or email by InfoDyne’s Support Group staff members during Standard Support Hours of 7:00 AM to 7:00 PM EST (on market days).
Case Management: This service includes establishing, updating, assigning, escalating, responding, and closing support cases with the Customer. InfoDyne’s Support Group is responsible for initiating the problem resolution process. They will immediately provide answers to known problems or issues, or they will relay the problem or issue to another Resource if they cannot solve or address it themselves. A Support Group supervisor shall be available during standard support hours to direct the activities of the Support Group. The Support Group supervisor assures that all problems are solved as expeditiously as possible. The supervisor typically answers directly to a Project Manager responsible for the Customer account in question. Case Management at InfoDyne follows a three-step procedure: (A) Reporting, (B) Response, and (C) Resolution.
Product Distribution: This service includes the notification and distribution of new Product releases to customers via CD, secure web-site downloads, and/or email. Relative to the relevant products, InfoDyne possesses the capability to make available new Product Releases, Service Releases, and Beta Releases to Customer. Product Releases are planned releases of the InfoDyne product line that include modification and addition of features and/or functionality. InfoDyne Product Managers will define product requirements, schedule releases, and notify the Customer of these planned releases. Service Releases are interim releases of individual products to correct existing functionality of previous Product Releases. InfoDyne Support Staff will define Service Release requirements, schedule releases to the Customer, and notify the Customer of these interim releases. Beta Releases are preliminary versions of soon to be distributed Product Releases of Products. InfoDyne Support Staff will define a Beta Test Program, schedule releases to the Customer, and notify the Customer of these preliminary releases.
Introduction to SPP Levels 2 and 3 and Managed Services:
At InfoDyne we believe that the technology is only as good as the service that comes with it. We also recognize that different customers have different service needs. We therefore offer an extensive service program that allows each customer to select the level of service they need or to tailor a custom service program to specifically fit their unique needs. SPP Levels 2 and 3, administered by InfoDyne through remote access to customer systems, lead into further discussion regarding our Managed Services Program. While brief descriptions of the services provided under SPP Levels 2 & 3 are provided below, please navigate to the
Managed Services section of our Web Site for complete details.
SPP Level 2 - includes SPP Level 1 plus:
Installation/Configuration: This service includes the installation, configuration, and testing of upgrades to the relevant products, through remote access connectivity. InfoDyne Support Staff agrees to notify, manage and coordinated any and all changes with Customer so as not to affect normal trading hours occurring between 8:30am and 4:30pm EST, unless otherwise agreed to by Customer through Case Management procedures.
System Monitoring: This service includes proactive monitoring and management of the operation of the relevant products, through remote access connectivity during Standard Support Hours. This function is meant to augment the Customer’s own monitoring activity and allows InfoDyne to play a more pro-active support role with the Customer in monitoring and responding to exceptions involving performance, capacity, communication, processing, and other functional events that may be effecting the operation of the relevant products. InfoDyne agrees to notify, manage and coordinated any and all exception event handling with Customer through the Case Management procedures.
System Management: This service includes the application of remedies to exception events that occur to relevant products, through remote access connectivity during Standard Support Hours. This function is meant to augment the Customer’s own remediation activity and allows InfoDyne to play a more pro-active support role with the Customer in applying necessary remedies to ensure the proper operation of Relevant Products. InfoDyne Support Staff agrees to notify, manage and coordinate any and all changes with the Customer so as not to affect normal trading hours occurring between 8:30am and 4:30pm EST, unless otherwise agreed to by the Customer through Case Management procedures.
SPP Level 3 - includes SPP Level 2 plus:
Service Level Agreements (SLAs): SLAs are tailored to the needs of the customer and can be based on data, latency, and/or response.
Finally...
Additional services are available include extended support hours (including 24x7), remote or on-site system monitoring and administration, data management, and off-site hosting in a secure data center. In fact, InfoDyne and alliance partners are prepared to meet your needs whether you have one location or a global infrastructure.
The foundation of our product support efforts is the Administrative Agent that is incorporated into every server and object distributor we produce. This agent, accessible via remote connectivity (if available), allows InfoDyne to proactively monitor product performance and usage statistics, ensuring clients obtain optimal performance. An Administrative Desktop (ITAD) application interacts with the Administrative Agents, allowing an administrator to take a variety of actions from a single point of control, including: adjusting configuration files, viewing status/ statistics, viewing log files, issuing administrative commands, restarting applications and monitoring special events. The ITAD is also available to customers for local use in administering systems.