"Ultimus has always gone the extra mile to provide whatever support we’ve needed. Their response time, their response to our business needs, have been fantastic." -Gerry Young, SCIO, Commonwealth of Massachusetts
Maximize the Value of Your Business Process Management Solution
Ultimus Customer Support has the technical knowledge and practical experience you need to get the most out of your Process Improvement investment. Our staff of Product and Technical specialists provide customers with the customer support they require via various communication channels such as email, telephone, and the Ultimus Online Customer Support Portal ("Supportal"). Our support team will help to identify and fix software issues, offer high-level solutions for workflow automation, and document Product Enhancement Requests (PER) to be considered for future product releases.
By offering customers the ability to select the level of service that corresponds with their specific requirements, Ultimus is able to deliver the best quality service for your company's process management needs. Product maintenance and support for the Ultimus BPM Suite is included with the Annual Maintenance Program (AMP) and covers service packs, cumulative patches, point releases and all major releases of all Ultimus
BPM Software products.
Ultimus Customer Supportal
Ultimus
customers have convenient, 24/7 online access to all support services through the Ultimus Online Customer Supportal. Using their secure login information, customers can:
- Search the Ultimus Knowledge Base Community for up-to-date support guides and troubleshooting tips
- Download product software, updates and supporting documentation
- Submit new cases or update existing cases at any time
- Experience real-time visibility and tracking of your case
- Access integration kits and latest product strategies
- Participate in discussion forums with other Ultimus users and internal BPM experts
- Utilize advanced search capabilities across different knowledge bases
- Submit Product Enhancement Requests (PERs)
Through the Customer Supportal you will find the resources that you need at our fingertips to submit cases, report and attach case materials, as well as interact with Ultimus technical support teams to resolve issues quickly and keep your processes running without interruption.
Enhanced Support Options
To further complement the world-class service you already experience from Ultimus, we offer the following Customer Service Options. These services may be selected individually or packaged to provide a truly tailored service experience specific to your business needs today and in the future.
Premier Support
Improve incident resolution time and your overall support experience through individualized attention from a skilled Technical Account Manager (TAM). By combining familiarity with your environment, configurations and solutions with the centralized knowledge of all support issues and their history, your TAM will be able to more quickly identify root causes and be prepared to recommend the proper resolutions. Regular status updates and review of outstanding support issues are also performed via web meetings, scheduled according to your needs.
After-Hours Support
Expand support of your mission-critical solutions or system needs beyond the standard 9am-5pm/Mon-Fri business hours. After Hours Coverage can be provided for the entire Annual Maintenance Period to include full 24/7/365 availability, or on a per-diem basis for specific events such as upgrades and migrations.
Process Design Support
Leverage the design and best practices knowledge of seasoned Ultimus personnel to help you make runtime design-change decisions by establishing a bank of Design Services hours that can be used on-demand.
Wellness Check
Optimize your system usability and processing capability as well as identify potential issues that may impact production up-time by having routine Wellness Checks performed. We recommend annual wellness checks.
Online Training
Expedite time-to-competence by taking advantage of Ultimus Online Training. With full access to all eLearning modules, Webcast Workshops and our Training Community, your team will be better prepared to accelerate your business process needs without the travel expenses and scheduling conflicts that often arise with on-site training sessions.
Migration Discovery
Reduce the investment necessary to plan your migration to a newer version. Our skilled Migration Specialists will analyze your processes and environment to provide an evaluation as well as an estimate for Ultimus to perform the migration for you. You can then make an informed decision on the best course of action for your migration.
