We’re behind you every step of the way

The success of your enterprise information management strategy depends not only on your software’s capabilities, but also on its ongoing reliability and optimization. With Magnitude Software, you have a partner for the long haul, providing superior service and support to maximize your performance, ensure business continuity and minimize risk.

Magnitude Software Support Plans

We listen carefully to our customers’ needs and requests, and have developed three support plans that reflect what we’ve heard. For example, the services that most customers seek from us post-implementation are included in our Platinum and Gold plans. These plans also provide a significant discount for Magnitude Professional Services rates and training. Bundling services and training into our premium plans is a key differentiator for us. It paves the way for a strong partnership, ensuring our customers have the advanced help needed at the ready, which drives a higher rate of return on their investment.

All of our support plans give you access to our skilled support engineers as well as 24/7 access to our support community. All plans also include access to product upgrades and new features available with new releases, allowing you to stay current. Otherwise, our plans’ access and response times, as well as their added services, are tiered to match your business model.

Standard Support

Core customer support and product releases
This is our entry-level support program. You’ll have unlimited online incident reporting. During our Monday-Friday business hours, you’ll have online and phone support from technical support and a guaranteed 1-hour response time to your highest-priority incidents.

Gold Support

Additional support hours and success services
The Gold plan raises the bar from Standard through these additional benefits:

  • Discount on training and our Professional Services rates
  • Success serves such as priority access to beta releases, insight into our product roadmap and client advisory board discussions
  • Expanded hours for online support and phone support
  • Support access for more members of your team
  • Faster response times for all incidents

Platinum Support

Additional support hours, success services and advanced services
For the ultimate experience, Platinum offers these upgrades from the Gold plan:

  • Increased discount on trainings and Professional Services (over Gold discount)
  • Advanced services to support installation over the long-term, such as health checks, managed upgrades and performance tuning
  • Greater advanced access to new product features and customizations
  • 24/7 online and phone support for highest-priority incidents
  • Support access for more members of your team
  • Fastest response times for all incidents

SUPPORT COMMUNITY

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“Mohan was, and is, a HUGE help. He outlined the security interaction with Oracle EBS in great detail and honestly, grew our knowledge 5x from what it was. He is an awesome resource that continually comes through when asked. Please thank him for his efforts – he is one of a kind!”

Corporate IS Applications Support
Leading Communications Company

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