Support

Project Financial Intelligence for Microsoft Project Server 2010

Support Plan Overview

UMT Premium Support program ensures organizations can quickly get answers to technical questions and access to the latest cumulative updates and service packs.

Organizations that have selected the perpetual licensing model and have purchased more than 100 UMT Project Essentials CALs can enroll in Premium Support. For organizations that have selected the subscription licensing model Premium Support is automatically included in the monthly license fee.

The table and summary below provides a comprehensive overview of the benefits associated with the UMT Premium Support:

   
Support Incidents Included   Depends on # of licenses
Cumulative Updates & Service Packs  
UMT Knowledgebase Portal  
Helpdesk Support  
Priority Support  
Support Incidents
There are two types of Support Incidents that can be purchased or are automatically provided with Premium Support based on the number of UMT Project Essentials Client Access Licenses (CALs) purchased:

  • Tier One: A Tier One incident is defined as an inquiry that can be resolved in a single email reply with support efforts of up to 30 minutes. Anything beyond this is will be classified as a Tier 2 request
  • Tier Two: A Tier Two incident is defined as a single inquiry that requires multiple calls and/or emails to resolve and will not exceed 4 hours of support efforts

Cumulative Updates & Service Packs
UMT is constantly enhancing our products based on customer and partner feedback. During the support lifecycle UMT regularly releases Cumulative Updates, Patches and Service Packs for existing products that include new features, resolutions to issues identified by the community and performance improvements.

UMT Knowledgebase Portal
The UMT Knowledgebase provides organizations with a one stop shop portal ensuring they can get answers to frequently asked questions and quickly identify and implement best practices.

UMT Knowledgebase Portal provides access to resources to help customers successfully install, configure, deploy and administer UMT Project Essentials. The portal includes:

 

  • UMT Software downloads
  • Language packs
  • Cumulative updates, Patches and Service packs
  • Technical resources and product documentation
  • Support forum; and more

Helpdesk and Priority Support
Organizations can contact the UMT Helpdesk by email and phone to get answers to technical and process questions relating to UMT Project Essentials. UMT guarantees a response time of 2 business days. Customers that have enrolled in the Premium Support program will receive priority handling resulting in average response times of one business day