Extended Support

Column5 helps to ensure you keep running smoothly and get the most from your SAP investment by providing technical and application support services to supplement your vendor support.

We serve as an extension to both your team and to the vendor’s support services, to increase your confidence, reduce costly downtime, and optimize your performance. Use our team of experts in SAP BPC to keep your solution and infrastructure up and running.

When does Column5 Extended Support provide value to you?

Be it through online support sessions, vendor support issue-tracking, answering “how to” questions, performing health checks or investigating deeper problems, Column5 Extended Support gives you peace of mind. The service includes technical and application support, through online support sessions. System health checks and performance tuning can be requested alongside questions specific to your implementation. We are right behind you should you need us without having to book a consultant and wait for availability. Our services include a number of features:

• A preset number of support hours per month depending on your chosen plan
• Gathering of server capacity and health check data - at program initiation
• Access to ‘support.column5.com’ to log tickets, track progress & browse knowledge base
• Our online support logging system gives you access to our searchable, ever expanding, knowledgebase which may provide instant answers
• Our Enhanced and Premium plans include liaison with the vendor to see your software support issues through to resolution
• Option to have client application replicated internally in Column5 data center for rapid troubleshooting
• From time to time, we will produce a newsletter with updates, tips, tricks, and useful information
• Guaranteed response times of 24 hours or less depending on your subscription plan

For more information on our Extended Support Service please contact us.