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GoFrugal's Premium Support |
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| Premium support is aimed at Retail businesses and retailers requiring quicker response time and broader scope of support. The premium support customers are assigned a ' Premium Support Account Manager (PSAM)' PSAM will have in-depth knowledge of the product, experienced product support and effective problem resolution. who is the single point of contact for addressing the support needs of the customer and for enhancing the value customer derives from their investment on RayMedi. |
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| PSAM -How he helps you? |
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| The Premium Support Account Manager is the first point of contact for the Premium Support customer during GoFrugal business hours. He will attempt to resolve the support incident for the customer and will co-ordinate with others for priority resolution. Premium Support customer can directly contact RayMedi 24x7 response center or Team leader (L1 & L2) during non-business hours. Customer will be provided the same level of service as delivered by the Premium Support Account Manager. |
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| Support process |
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| The above Premium Support diagram signifies about the importance of Premium Support Account Manager and also depicts how you will be provided assistance by him along with his team. Do note the following advanced and additional features of Premium Support when compared to Standard Support... |
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| Additional Benefits that the Premium Support users can avail (in comparison to standard): |
- Acknowledgment within 4 hours
- Access to Customer Portal Account, PSAM and On site support
- Get current status of release notes andlatest patches
- Chat with support team
- Request to call back
- Access to Support forums, Business and Technical best practice tips via SMS and mail
- Security review, advanced features available in product and sharing industry best practices
- Re-installations free of cost
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| Below are the Contact Mediums for you to contact... |
- Can call to PSAM direct contact number
- Can send SMS for call back to RayMedi SAM number [+91 9094039669]
- Can send E-Mail to techsupport@gofrugal.com
- Can chat with PSAM in GTalk, Skype, MSN, Yahoo messenger and Zoho chat
- Support escalation path
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| For your Note: |
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| Premium Support Account Manager won't resolve the following issues as well as complaints that are not subjected to the Entitlement. |
- Service corrupt issues (MSSQL, Oracle, MSAccess, MYSQL....)
- Database corrupt issues (MSSQL, Oracle, MSAccess, MYSQL....)
- Hardware issues
- Data loss
- Operating system issues
- Virus issues
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| For more benefits of Premium support and other support plans details, Please visit: Support Entitlement |
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