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When you need answers regarding product functionality, application issues or technical operations, an experienced professional in Constellation's Customer Support Center is available for your assistance. Constellation's team of highly-trained experts is there to answer any questions you may have through the implementation process, and beyond. Our staff is comprised of experienced support specialists dedicated to helping clients use their DAMION system more efficiently and productively.
Constellation offers three levels of support service to our customers: DAMION Silver, Gold and Platinum.
DAMION Silver
DAMION Silver provides 1-800 telephone support during normal business hours (Monday through Friday 8 AM to 9 PM Eastern Time zone). This includes direct access to Technical Analysts for problem resolution, documentation clarification and technical guidance during the defined business hours.
DAMION Gold
DAMION Gold builds on the services of DAMION Silver and provides around-the-clock telephone support (24x7) and more control in tracking issues that may arise. DAMION Gold offers customers continuous, direct telephone access to Technical Analysts around the clock, 7 days a week. When a customer calls Constellation Support for technical assistance outside of local business hours (Monday through Friday 8:00 AM to 9:00 PM Eastern Time zone), the call is automatically routed to a Technical Analyst.
DAMION Platinum
DAMION Platinum is designed for customers that require exceptional support responsiveness, over and above the DAMION Gold service offering. The central feature of DAMION Platinum is a Priority Service Option, which guarantees Platinum customers that their requests are acted upon before those placed by all other service levels, including those at the same severity level, no matter where and when the call is received.
In addition, Platinum members are provided with a Technical Support Team that provides Account Management Service by analyzing data on the Platinum customer's system and product usage. The Technical Support Team on an annual basis will perform an on-site system review. From this review an annual service plan is prepared that describes in detail the support engagement between the customer and Constellation.
The initial review is designed to help a customer define service priorities and how ready the customer's infrastructure is prepared to meet their business needs. Subsequent review meetings are used to discuss ongoing support requirements and to modify the annual service plan as needed.
Custom Maintenance Options
In addition to the support programs detailed above, Constellation will tailor services to meet our customers' unique requirements, such as on-site personnel. These maintenance options are available upon request.
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