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An Erudine support contract will be tailored to your requirements no matter what you do with our technology. We provide full consultancy, support and maintenance services that are designed to integrate seamlessly into your projects.
Erudine has in place a support infrastructure that will scale to your needs. We are dedicated to supporting your live business-critical applications, where any downtime is unacceptable and support cases must be resolved as quickly as possible. During the knowledge capture or requirements capture stages of your projects, where there is lower business risk but vital processes to protect, we can offer consultancy, advice, and access to a wealth of information in our Knowledgebase.
Your business-critical applications are fully supported by Erudine. We will minimise any impact on your systems in the unlikely event of a problem, through rapid case resolution, tailored support and expert knowledge.
How do I get support from Erudine?
Obtaining a commercial licence from Erudine gives you full access to our support services. A 30-day trial licence from Erudine does not give you full support access but does allow you to use most of the features on a limited basis.
What do I get with a support contract?
Our support contracts are designed to be flexible and will be tailored to your specific needs. Every project and company is different and requires a unique combination of support terms.
In your support contract you can agree such terms as guaranteed response times and on-site support.
A standard support contract gives you access to our skilled support consultants via telephone and email. These experts will be your first port of call. Whenever you raise a support case a member of the Support Team will be dedicated to your case until it is resolved.
Erudine's support consultants can quickly escalate any cases that require direct intervention from the development team. They can also liaise directly with your developers and domain experts to find the best resolution for your systems.
A standard support contract also grants you access to our online Support System through the support website. Whenever a case is raised it is immediately entered into our Support System where its status can be tracked and information can be added until the case is resolved. When you obtain a support contract, you are given an account for the online Support System.
The Support System is also the home of the Erudine Knowledgebase, which is a continually expanding repository for information on using and applying Erudine's technologies.
How much does a support contract cost?
Typically, support contracts are paid for as a percentage of the annual licence fee. The amount you pay for support therefore depends on how you deploy our products and what kind of licence model you adopt.
How do I get a licence?
To use our products you must first obtain a licence key. This is usually a matter of emailing the support team and providing them with your product serial number. The product documentation provides more details on how to go about acquiring a licence key.
We offer several types of licence model but the core formats are: production (live), development, and trial. Both production and development licences are for full versions of Erudine's products. The trial licence lasts for 30 days and is for demonstration versions only.
How do I learn more about how to use Erudine's technology?
You can learn more about Erudine's technology in a variety of ways. You can be guided through a range of training courses by our instructors, at a location of your choosing and over a period of time that suits you.
We offer a range of self-study guides and demonstrations that come packaged with every software release. Work through them at your own pace wherever you choose and use them to augment what you have learnt in a training course.
If travel is a problem, we can also host learning sessions in real-time over the internet. In groups or one-to-one, our web seminars (or 'webinars') use the latest communications technology to give you access to our experts wherever you are in the world.
