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Customer support

Downtime is not an option for mission-critical IT systems.

You need to be backed up with expert support that resolves performance issues quickly and keeps you up and running.

That’s exactly what our trained and certified support analysts do for Fortune 500 companies and SMEs alike.

With worldwide support centers in the Americas, EMEA, and Asia working closely together, we guarantee you fast, consistent service, wherever you are.

Contact customer support

If you’re a customer looking for support, use your authorized user ID and password to log into our customer support site.

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Alternatively, contact our team by phone or email from Monday to Friday, 8.30am-5.00pm (local time).

Phone: 1.888.500.7840

Email: customersupport@highmetric.com

What superior customer support looks like

Year after year, over 80% of our customer support users renew their contracts with us. Here are some reasons why:

  • Up-to-date credentials –your globally-distributed support analysts are manufacturer-certified and continuously update their accreditation.
    Local everywhere – We employ multi-lingual technical resources throughout the world to make sure our support services are excellent wherever they’re based.
  • Flexibility and convenience – You can easily submit tickets and request updates via internet, e-mail, telephone or live chat.
  • Fast resolutions – we resolve manufacturer defects at speed via specialized laboratory test environments.
  • Continuous monitoring – the standard and ad hoc reports we produce help us to continuously monitor and optimize your technology’s performance.
  • Always getting better – we have a deep commitment to continually developing and improving support products and services. To this end, we continuously evaluate our performance to ensure we are delivering exceptional value.
  • Choice – Highmetric takes an integrated approach to maintenance and support, with flexible, scalable service options.

Our support packages

We recognize that every organization has different support needs. To ensure critical application uptime whatever your needs, we offer support packages that can be tailored to meet your unique requirements. Talk to us.

Bundled support packages

All of our packages offer essential coverage, with the option to expand coverage to suit your needs.

The most comprehensive of these is our Managed Services package. Go with this one, and we’ll provide administrators and developers to work as a full-time extension of your IT team.

Customized support packages

 

Along with the essential support and maintenance all our customers receive, you can choose up to three ‘a la carte’ options to meet your support goals.

Criteria for Escalation

Highmetric strives to provide best-in-class customer support. Occasionally, escalation of support requests may be necessary. In such an event, we may elect to escalate, in accordance with customer’s communication, to an appropriate technical resource to best handle the customer's support request.

 Severity Level

Defintion of Business Impact 

Customer Action Required 

Colum Action Requred 

 Critical

Impacts production environments only. The application is mission critical and the situation is an emergency for the Customer. The loss of service must be complete.Provide Highmetric with a contact either on-site, via telephone, or by pager during the entire time the problem is being resolved. The customer must be able to act immediately on any request Highmetric makes to gather data, test, and apply all fixes to their environment.Highmetric  schedules critical issues as highest priority, requiring immediate attention, and promptly commits the necessary resources to identify and resolve the problem. The goal is to restore acceptable production functionality as fast as possible.

 High

Impacts the production environment or initial deployment in which the application is mission critical to the business.Provide Highmetric with a contact during the entire period the problem is being handled. The customer must respond to Highmetric requests within one business day and agree to do whatever is required to gather data, test, and apply all fixes to their environment.High issues are scheduled below Critical issues, but the problems are worked on a high priority basis during Highmetric's normal business hours.

 Medium

Impacts non-mission critical applications, the development environment, or a secondary, non-mission critical production environment.Provide Highmetric with a contact that can answer questions, if needed.Highmetric will respond to issues and when technically feasible, the manufacturer may provide a patch for the issue prior to the next maintenance release. (Such patches will be made by the manufacturer at their sole discretion on a case-by-case basis.) The manufacturer will also prioritize the error correction for the next maintenance release.

 Low

The problem is an inconvenience that results in a minor loss of service, if any, and requires a minor workaround to restore functionality.Provide Highmetric with a contact that can answer questions, if needed.Highmetric will respond to the issues and may resolve the issue in a future release.

Get in touch

Are you interested in working with Highmetric? The feeling is mutual. Drop us a line, and we’ll get back to you ASAP.