Maryville Solutions Support

Maryville Technologies is an authorized provider of Level 1 Solutions Support for a number of commercial software manufacturers. Current Level 1 Support offerings exist for the Remedy Action Request System, Remedy ITSM applications, HP OpenView solutions and BMC BPM and InControl solutions. Maryville's Level 1 Support offerings are certified by the manufacturers.

Maryville 's support staff includes Consultants with many years of implementation experience. Maryville's Level 1 resolution rate is extremely high due to the practical experience of its engineering staff and their ability to resolve problems without further escalation. Maryville's Solutions Support offering capitalizes on knowledge gained during implementation engagements.

Support Options:

Maryville offers two service levels of Level 1 customer support to accommodate IT organizational needs:

Standard Support

Designed for entities with non-mission critical applications. Support request submission via the web, e-mail or phone. The Basic Support Plan provides 3 business-hour response times on high and critical priority issues -- M-F, 8am-5pm CT, excluding Maryville Holidays. The Support Plan provides for 4 business-hour response time for all non-high or non-critical priority issues during the business day. This Support Plan offers real-time web conferencing to facilitate both incident diagnosis and resolution.

Continuous 24x7 Support

Designed for customers with rigorous, 24x7 coverage requirements. It includes all of the features noted in our Standard Support. Additionally, It features our best response times available and also expands our support hours of operation to complement our customers' needs. It features a response time to critical/high issues within one hour of support notification and expands the support hours of operation to 24x7x365.

Each Support Plan includes:

Software upgrades via ESD download, or by customer request
License key/authorization code re-issuance
Level 2/3 support escalation to the manufacturer and a Single Point of Contact



		Home\|Contact\|Support Login Maryville Solutions Support Maryville Technologies is an authorized provider of Level 1 Solutions Support for a number of commercial software manufacturers. Current Level 1 Support offerings exist for the Remedy Action Request System, Remedy ITSM applications, HP OpenView solutions and BMC BPM and InControl solutions. Maryville's Level 1 Support offerings are certified by the manufacturers. Maryville 's support staff includes Consultants with many years of implementation experience. Maryville's Level 1 resolution rate is extremely high due to the practical experience of its engineering staff and their ability to resolve problems without further escalation. Maryville's Solutions Support offering capitalizes on knowledge gained during implementation engagements. Support Options: Maryville offers two service levels of Level 1 customer support to accommodate IT organizational needs: Standard Support Designed for entities with non-mission critical applications. Support request submission via the web, e-mail or phone. The Basic Support Plan provides 3 business-hour response times on high and critical priority issues -- M-F, 8am-5pm CT, excluding Maryville Holidays. The Support Plan provides for 4 business-hour response time for all non-high or non-critical priority issues during the business day. This Support Plan offers real-time web conferencing to facilitate both incident diagnosis and resolution. Continuous 24x7 Support Designed for customers with rigorous, 24x7 coverage requirements. It includes all of the features noted in our Standard Support. Additionally, It features our best response times available and also expands our support hours of operation to complement our customers' needs. It features a response time to critical/high issues within one hour of support notification and expands the support hours of operation to 24x7x365. Each Support Plan includes: Software upgrades via ESD download, or by customer request License key/authorization code re-issuance Level 2/3 support escalation to the manufacturer and a Single Point of Contact