Support
Scope of the support service
EGHNA provides the support service to existing customers who have purchased EGHNA solutions. EGHNA supports only the solution provided by EGHNA to EGHNA customers, and can not support other customers.
For complex solution that might include integration, EGHNA Support covers only the parts of the solution that EGHNA has provided. the scope of this service should be clear in the support agreement.
EGHNA support does not include implementing feature requests or solution customization. These services are covered by a specific services agreement.
EGHNA Support Offerings
- Essential Hosting Support: EGHNA supports the PLESK control panel, and all sites hosted by EGHNA use this hosting solution. For our Plesk hosted sites, we offer the essential hosting support as a package including:
- Hosting Health check: A proactive service to the hosting environment to detect potential threats and mitigate all the risks before they cause any downtime to the service.
- A fixed number of 6 support incidents to be opened via EGHNA's support helpdesk focusing only on the hosting support.
- Adoption support: A support service provided exclusively with an adoption service agreement. Adoption support includes a dedicated resource working on the customer site with the customer team to help them overcome all their challenges when adopting a new system. This service has some pre-equisites on the customer side, and can not be offered separately.
- Essential Support: A standard support agreement signed and renewed annually, and includes two types of services:
- Solution Health check: A proactive service delivered by an experienced professional to check the solution and prevent any issues that might happen before they happen.
- Support incidents: A fixed number of 12 incidents per year opened via our customer support portal, and handeled by an experienced support professional.
- Professional Support: An advanced support agreement that includes a standard essential support agreement, plus an agreed period of onsite support to be delivered by a dedicated resource for the agreed on period.
