Per incident support?

[hungry_hippo]

Is anyone aware of vendors providing per incident support for Genesys and approx. the cost per incident? We are looking for more hands on support then what is offered by Genesys Tech Support but so far have been unable to find vendors who would do somethign on a per incident basis.

Thanks!

[ExodusSS]

This is an interesting concept...

Whilst I guess it would be possible to provide a "per incident" support service, this is usually left to the Service Integrator (or VAR) and it usually works on the basis of an annual support cost.  The annual support cost is usually determined by the level of support requested and the number of licenses the customer holds.

A "per incident" support agreement from (any) vendor would still require that they are at least familiar with your environment and build - and that they could gain access, when needed.  Each of those aspects means that the vendor must be "ready to go" in much the same way as a full support agreement - whilst only ever charging their services on an ad-hoc basis ("per incident").

There would also (still) need to be a support escalation process in place.  That would mean your SI or VAR needs to be able to raise Support Requests (SR) with Genesys, if the need arises.  This generally happens when the SI or VAR has exhausted their investigations with no resolution and "4th line" support is required.  For the SI or VAR that means having an agreement in place with Genesys, irrespective of whether they provide support ad-hoc ("per incident") or on an ongoing basis.

I am not aware of any SI or VAR who might offer this type of support - more than likely based on the points I've highlighted here.  It simply would not be cost effective for an SI or VAR to provide single incident support...

I'd be interested to learn if there are any supporting services that do offer this type/level of support, though...

ESS

[peterwyman]

I recently came to know about the per incident support to by genesis for windows.Didn't get much information though.Any one any experience?

[AaronRiley]

Thats really a great news that windows is providing information about Per incident Support .
  This will really help us in command, control, and coordination of emergency response according to the United States Federal Highway Administration..