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Metastorm Worldwide BPM Support
Click here to contact our Help Desk.
Metastorm’s experienced, customer-focused support organization is dedicated to providing timely, quality service and technical product support to our community of partners and customers around the world. We realize that BPM technology and solutions have become one of the most important software infrastructure investments for organizations. And we understand that BPM is applied to mission-critical business processes that require fast, reliable support when needed. Our customers find that this high level of support enables them to derive maximum value from their investment in Metastorm products.
Our support programs provide these benefits:
- Product upgrade rights for maintenance and patch releases
- Telephone technical assistance
- Problem resolution
- Web access to the Knowledgebase and newsgroups
- Software downloads.
Metastorm Worldwide Support is categorized into two service lines:
- Standard Support Services – pre-packaged support offerings with defined deliverables and service levels. Gold and Platinum packages are designed to cater to the most common customer demands with specific service levels.
Gold support, the most popular support services package, extends the emergency support into evening hours. It is designed for customers with moderate support requirements and who run more critical business processes.
Platinum support provides 24-hour-a-day support, including weekends, holidays, and for emergencies. It is designed for customers that require round-the-clock support, and who run mission critical business processes.
- Flexible Support Services – tailored support, based on certain core components, that can only be provided in addition to a Standard Support Service. These services are designed for customers who have particularly intensive support needs around certain sensitive or business-critical systems.
Upgrade Planning - A time of increased risk to any IT system is when new software upgrades are implemented. Mitigating that risk by good upgrade planning and upgrade phasing can prevent problems before they occur.
Site Visits - Typically carried out once per month, site visits by a support analyst can review installations, provide knowledge transfer, help define good administrative practices and much more.
Call Reviews/Management - Typically carried out monthly, this service provides a pro-active approach to reviewing calls with the aim of highlighting particular ‘hotspots’, trends, or perhaps staff training requirements.
Performance Analysis - This service provides insight into best practice administration procedures, system performance analysis, and tuning.
Help Desk
Help Desk Support is available as part of Metastorm’s Support offering for customers and partners with active maintenance/support agreements.
Please contact us with your questions at:
Customer Service Team:
Metastorm BPM
Hours 04:00AM – 08:00PM Eastern Time
T: +1 443-874-1301
T: +44 (0)20 8971 1600
helpdesk@metastorm.com
Metastorm Integration
Hours 08:00 AM – 05:00PM Eastern Time
T: +1 443-874-1301
T: +44 (0)20 8971 1600
helpdesk@metastorm.com
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News Group Support
News Group Support is another benefit to users of Metastorm Worldwide Support. Metastorm hosts online discussion groups for Metastorm BPM users, developers, and BPM professionals to exchange ideas, share tips and tricks, and ask questions. Because the newsgroups are an open forum for you, please feel free not only to post a question, but also to answer a question and share your expertise with others. If you’ve discovered something that you wish you had known earlier, post it for everyone to see!
Although these newsgroups are monitored by Metastorm, and some postings will be addressed, the newsgroups were created as a peer-support facility. We rely upon Metastorm BPM users to help others in the Metastorm BPM community. If an immediate answer is required, call the UK or US Help Desk, the primary sources of product support for customers.
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Metastorm BPM Support
