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WORLD CLASS SUPPORT

World Class Support from People Who Care

At LaunchWorks, we back up our world-class solutions with expert services to help you unlock the full potential of your business intelligence with a strategic emphasis on exporting and sharing your data.

We offer a full suite of services staffed by experienced professionals with in-depth expertise and industry knowledge. After a thorough discussion of your business objectives, LaunchWork’s experts will develop a program tailored to meet the unique needs of your organization.

Dedicated Support

LaunchWorks Resource

  • Dedicated Technical Analyst Team

Continuous Support Offerings

  • Mirrored LaunchWorks Lab Environment for Speedy Resolution
  • Dedicated Assistance with patch and upgrade applications
  • Dedicated Assistance for all layers of LW, BOE, SFDC including application integration, security, etc.
  • Rapid Response Service on support tickets
  • Early access to patches and beta releases
  • Expanded Support Hours across time zones
  • Customer Specific Documentation

Weekly Support Offerings

  • Training & Education Workshops for administrators, analysts, developers and project sponsors
  • Meeting to Review Open Tickets

Monthly Support Offerings

  • Onsite training visit every month (travel expenses are additional and will be re-billed at cost)
  • Roadmap Review
  • Recommended Dedicated Desktop/Cube for multi-group contact while on-site.

Multiple SLA Options

White Glove Support

  • Full time dedicated analyst
  • On demand software updates
  • Off hours and weekend assistance
  • Bi-weekly meetings
  • Upgrade Assistance
  • 24 Hour Ticketing Site
  • 1 hour response time
  • Rate Discounts

Rapid Response

  • On call technical analyst
  • Off hours and weekend resources available
  • Software Updates Per Project Schedule
  • 24/7 e-mail help desk support
  • Bi-Weekly Meetings
  • Upgrade Assist
  • 4 Hour Response Time

Upgrade Assist

  • Phone Support during Upgrades
  • Technical Analyst available during all upgrades
  • Software Updates Upon Release
  • Quarterly Meetings
  • 24/7 Email and help desk support
  • Monitoring and Load Testing on External Sites
  • 24 Hour Response Time

Standard

  • Software Updates Upon Release
  • 24/7 E-mail, help desk support
  • 24 Hour Response Times

Multiple Billing Options

Annual Subscription

  • Technical Analyst – Low rate per hour – 40 Hour – billed monthly
  • Support Program Fee – Billed in 1 or 2 year increments
  • 20% Discount off LaunchWorks Standard Hourly Services Rates

Monthly Subscription

  • Technical Analyst – Low rate per hour – 40 Hour – billed monthly
  • Support Program Fee – Billed Monthly – 24 Month Min Subscription
  • 20% Discount off LaunchWorks Standard Hourly Services Rates

I would also like to extend our appreciation to the LaunchWorks team for doing an outstanding job on our project and delivering a state of the art dashboard.

Sunil Dadlani
Senior IT Execuitve, Sony Computer Entertainment

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