- Three levels of support
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On-Call Support
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Named User Support
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Premium Support
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Consultation
On-Call Support
On-Call is the basic level of support. Bugs, issues or support requests should be filed to The Safran Support team using the support portal or email.
This On-Call service is supplied on an hourly basis and priced at a set fee per hour.
Bundles of hours can be purchased at a discounted rate and then consumed as needed, or the service can be charged as used.
Named User Support
A customer may nominate specifically named individuals to lead the request for support on their behalf. These individuals will take time to engage with the support team and be well-known to them.
The support team themselves will take time to understand the customer’s business operations and business use case so that support can quickly mobilise to help the customer.
Premium Support
Premium Support customers are supported by a dedicated named support team working from Safran premises, employed by Safran, but completely aligned with that customer. It allows the team to be totally immersed in the customer’s business and fully understands the way Safran is used. They can provide fast, consistent service to all users within the customer environment. All team members can be security cleared and access the customer systems directly. For this reason, Premium support guarantees a fast response time to cortical issues as the support team is dedicated to the customer.
This service is ideal for customers using Safran as a critical component of their business on a large scale. The service also includes full access to the team personnel for training, consulting, and other activities dedicated to the customer.
For clarification, the annual software support and maintenance agreements and fees provide access to the latest software through all the latest releases, including all enhancements and bug fixes, but do not provide ongoing support services and access to the support team. This is based on one of the three tiers above.
We hope that this email has helped clarify the support service available from Safran to all our customers. We are really keen to provide the service level that every customer feels is appropriate. If you want to discuss this, or feel that you may need to change your level of support to better suit your business, then by all means contact me directly and we can explore that further. If you are happy with your current level of support, then there's no need to do anything - we will continue to provide the support service that you currently enjoy.
Schedule Your Professional Services Consultation
Schedule A Personalised Consultation With Our Team Of Professional Services Consultants To Experience How You Can Get Even More Power Out of Your Safran Software.
Schedule Your Professional Services Consultation
Schedule A Personalised Consultation With Our Team To Experience How You Can Get Even More Power Out of Your Safran Software.
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Testimonial
Testimonial
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"I use Safran Risk on complex megaprojects and have found that it is the most capable quantitative schedule risk assessment software on the market.
Safran Risk is a very powerful risk analysis tool, including features that advanced users will appreciate, while still being easy to pick up and use"
Eric Ho, Director of Risk Management VMS (Value Management Strategies)
"The Safran Risk software is proving very intuitive and easy-to-use and is a key factor in working towards an improved risk management process.
Safran is very open to direct engagement between their core team and Aker BP staff. They are very supportive and always available for direct contact and support allowing us to obtain fast direct support, and also influence the development of the functionality over time."
Chris Westland, Enterprise Planning & Optimisation Manager - Aker BP
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