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We understand that every organization has its own unique needs and may be at different stages in the process of fully utilizing rDirectory. We designed our Professional Services to provide tools for Active Directory and to assist with the day-to-day challenges you face as well as any specific concerns you have requiring professional services. Services include:
- Design Services. A solid, effective design is a vital first step in the successful rollout of any software product. Our seasoned Professional Services team will ask the right questions and produce insightful suggestions to help you develop a design that is just the right fit for your organization.
- Implementation. Once a product design has been finalized, Namescape's Professional Service team can help lead you through the implementation process. Our team has extensive experience in modifying and creating applications and providing tools for Active Directory that are critical to the successful implementation of the product.
- Support Services. Our Support Services include installation assistance, initial training, design consultation, configuration assistance, and troubleshooting.
Several Levels of support are now available to meet your individual needs.
- Service Packages can be purchased with a maintenance contract, or if additional Service Credits are required, customers with an active maintenance contract can purchase one or more additional Service Packages separately to obtain the desired level of Service Credits. If the Platinum level Service Package has already been purchased for the current maintenance period, additional Service Credits can be added to the Platinum level package for $1,000 for each additional 200 Service Credits required. Terms and conditions are subject to change with 30 day notice on the website.
- Free access to the on-line support forum is available 24x7x365 to those with an active maintenance contract, and does not use any Service Credits.
- E-mail support uses 10 Service Credits per incident. If Namescape determines that telephone support or remote troubleshooting are required to resolve an incident that was opened by email, the incident will be billed at the Telephone support rate.
- Uses 50 Service Credits per hour (billed in 12 minute, or 1/5 hour, increments).
- Uses 60 Service Credits per hour (billed in 12 minute, or 1/5 hour, increments).
- Email and telephone based support requests will be acknowledged within the maximum time listed, although actual response time may be faster. This does not include the total time required to resolve the request, and is measured in normal business hours.
- Service Credits are non-transferable and can be used for any Support or Professional Services offered, provided enough Service Credits are available. Unused Service Credits expire one year after purchased. Support incidents that Namescape determines are a result of a bug in the product will be non-chargeable. Software Engineering services, such as development of custom features, Web Forms, or Themes is not currently offered.
Our Professional Services team can show you how to make rDirectory one of your essential tools for Active Directory. Contact Namescape for myPassword, mPowertools, joBot and more.
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