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Column Technologies’ Customer Support offers direct access to experienced support analysts and extensive technical resources to help maximize the benefits of your technology. Our analysts are trained and certified to help address your most pressing support issues. We provide around the clock support, with centers in the Americas, EMEA, and Asia to minimize downtime and quickly resolve performance issues.

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Call 888-500-7840
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Column Customer Support Components

Column Technologies’ Customer Support offers:

Internet, e-mail, telephone or live chat access to easily submit tickets and request updates
Globally-distributed, BMC-accredited support analysts to reduce resolution times
Laboratory environments equipped with a broad range of solutions and technologies to test resolutions
Standard and ad hoc reports to help optimize performance
Multi-lingual support analysts
A deep commitment to continually developing and improving support products and services
An integrated maintenance and support approach with flexible, scalable service options

Column Front Line Support Now Offers Customizable Support Packages

Bundled Support Packages

Column’s Customer Support bundled packages offer essential coverage and expanded coverage with each addition. Our Managed Services packages is the most comprehensive coverage available, providing administrators and developers working as an extension of your IT team.

bundled-support-packages
 

Customized Support Packages
customized-support-packages

Column Technologies takes a unique approach to supply the highest level of support to meet your organization’s needs. We start you out with the essential support and maintenance you need, and then you add up to three a la carte options that best meet your support goals.

 

"The Queens Library team was extremely satisfied with the service provided. Your support staff member, Lingareddy went above and beyond the call of duty to not only solve a problem, but to also engage our team and to provide detailed information about his findings and the solution. Therefore, we would like you to know that we are sincerely grateful to him because he played a crucial part in helping us to achieve our go live goal."

Devi Seerattan, Service Request Systems Manager - Queens Library

Thank you for your interest in Column’s Customer Support Services. Please submit the information below, and a customer support representative will contact you shortly.

For questions regarding the various Column Support services, please feel free to contact us.

Column Customer Support Services - Request Form

Column strives to provide best-in-class Customer Support. Occasionally, escalation of Support Requests may be necessary. In such an event, Column may elect to escalate, at its own discretion and in accordance with customer’s communication, to an appropriate technical resource to best handle the Customer's Support Request.

The criteria for escalation include, but are not limited to, the following:

  • Ticket Priority
  • Customer Urgency
  • Service Impact
  • Customer Support Plan Chosen
  • Escalation Severity Chart

Below is a chart that describes our basic definitions and policies for each level of escalated issue:

Severity Level Definition of Business Impact Customer Action Required Column Action Required
Critical

Impacts production environments only. The application is mission critical and the situation is an emergency for the Customer. The loss of service must be complete.

Provide Column with a contact either on-site, via telephone, or by pager during the entire time the problem is being resolved. The customer must be able to act immediately on any request Column makes to gather data, test, and apply all fixes to their environment.

Column schedules critical issues as highest priority, requiring immediate attention, and promptly commits the necessary resources to identify and resolve the problem. The goal is to restore acceptable production functionality as fast as possible.

High

Impacts the production environment or initial deployment in which the application is mission critical to the business.

Provide Column with a contact during the entire period the problem is being handled. The customer must respond to Column requests within one business day and agree to do whatever is required to gather data, test, and apply all fixes to their environment.

High issues are scheduled below Critical issues, but the problems are worked on a high priority basis during Column’s normal business hours.

Medium

Impacts non-mission critical applications, the development environment, or a secondary, non-mission critical production environment.

Provide Column with a contact that can answer questions, if needed.

Column will respond to issues and when technically feasible, the manufacturer may provide a patch for the issue prior to the next maintenance release. (Such patches will be made by the manufacturer at their sole discretion on a case-by-case basis.) The manufacturer will also prioritize the error correction for the next maintenance release.

Low

The problem is an inconvenience that results in a minor loss of service, if any, and requires a minor workaround to restore functionality.

Provide Column with a contact that can answer questions, if needed.

Column will respond to the issues and may resolve the issue in a future release.

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