Fiorano Technical Support Services enable Enterprises to increase productivity by providing rapid response and technical assistance to solve production critical issues. It aids in resolving technical glitches and issues that arise while using Fiorano products. Fiorano Support Services ensures continuous business operation at all time zones/geographic locations throughout the year.
The Fiorano Support portal is a dedicated portal for logging incidents and queries about the products and their usage. Customers can track their requests/queries through a Support Tracking ID provided upon logging a support request. It acts as a committed communication bridge between customers and Fiorano support engineers. It also gives access to the knowledge base.

Support Packages

Customers enjoy the flexibility of three different support bands to choose from:

Standard Support Package

Designed for customers needing support only during active business hours i.e. 5 working days in a week with support available over email, telephone or chat.

Premium Support Package

Caters to business requirements that mandate all week support. Apart from extended support time, it also offers unlimited support cases with an assigned Technical Account Manager.

Premium Plus Support Package

A carefully tailored package for mission critical business requirements. With a perennial availability of skilled technical resource, every support case is considered with highest priority to ensure the fastest resolution time.

More details on the different services and their classification as per support tiers is shown below:

Support Services	Standard	Premium	Premium Plus
Support Hours	8x5	24x7	24x7
Support Days	Business working Days	Excluding National Holidays	365 days in a year
Support Cases	Limited	Unlimited	Unlimited
Expected Response Time	8 hrs	4 hrs	4 hrs
Online Technical Support	Yes	Yes	Yes
Telephone Technical Support	Yes	Yes	Yes
Global Support	Yes	Yes	Yes
On Demand Software Updates	Yes	Yes	Yes
Fiorano Alerts and Notifications	Yes	Yes	Yes
Access to Fiorano Documentation	Yes	Yes	Yes
Service Level Commitment	Yes	Yes	Yes
Access to Support Portal	Yes	Yes	Yes
Access to Fiorano Knowledge Base	-	Yes	Yes
Problem Escalation Management	-	Yes	Yes
Priority Product & Technical Case Resolution	-	Yes	Yes
Problem Status Tracking	Yes	Yes	Yes
Remote Diagnostics	-	Yes	Yes
Exclusive Discount on Training	-	Yes	Yes
Assigned Technical Account Manager	-	Yes	Yes
Assigned Premium Response Contacts	-	Yes	Yes
Bi-Annual Technical Support Reviews	-	-	Yes
Pre-Deployment Review	-	-	Yes
Custom Patches for product bugs	Yes	Yes	Yes
Perennial skilled resource availability	-	-	Yes
Automated Monitoring Services	-	-	Yes
Fiorano Environment Management	-	-	Yes

FPSS also includes standard technical support which is contracted through an Annual Maintenance Contract (AMC) by all customers and covers standard technical support. Click here for more details on Fiorano Technical support policies, together with SLAs for premium support.
For more information on Fiorano Premium Support Program, please go through the document