| The
services we offer are: |
| Post
Sales Technical Support |
- Reseller
Support
- Customer Direct Support
- Incident Packs |
| Professional Services |
- Design and Planning
- Implementation
- Consulting
- Project Management |
| Technical Training |
- Training for Resellers
- Training for Customers |
We understand
that for resellers and customers to receive the full benefit
from Vigil Software solutions access to knowledgeable
and responsive support is essential.
Our support centre
resolves more than 90% +of 1st and 2nd line support calls without
vendor escalation.
Access to a well equipped technical support environment allows our engineers
to replicate issues in house, dial in remotely to assist in diagnosing and
resolving issues and provide resellers and customer's access to online systems
for support call logging, management and tracking.
All support calls are
measured against our comprehensive Service Level Agreement
and reporting is available. Custom Service Level Agreements
are available for use in tenders and with customers directly
and are available on request.
Vigil Software offers
a range of technical support coverage and options:
Reseller
Support
|
|
Business Hours
2nd line support to resellers across all solutions* |
|
|
24x7x365 2nd line support to
resellers across all solutions** |
|
|
Custom support contracts, specific
hours and service levels with service level reporting** |
* Applies to
customer with current maintenance contract
** Pricing available on request
Customer
Direct Support
|
|
Business Hours
1st line support to customer across all solutions* |
|
|
24/7 1st line support to customers
(Direct to Vendor after hours)* |
|
|
24/7 1st line support to customers
(Direct to Vigil Software after hours)* |
|
|
Custom support contracts, specific
hours and service levels with service level reporting* |
* Pricing available
on request
Incident
Packs
Support incident
packs for all Vigil Solutions with custom hours and support levels
- pricing available on request
Vigil Software offers professional services across all
supplied solutions. Vigil Software consultants and engineers
have hands on experience, accreditations and training and work
with in a defined framework to deliver services to the highest
standards. Our experience includes implementation, consulting
and project management services across hundreds of different
environments including complex and mission critical sites.
Our professional service team work with reseller partners to
assist in the smooth delivery of projects. We are able to assist
in the design and planning, implementation, training and knowledge
transfer and project management for most of our vendor's solutions.
A core part of our process is building
a statement of work to define expectations prior to carrying
out any work and to confirm
delivery in all cases to ensure customer satisfaction.
We have experience in managing projects ranging from a single
days installation of a single solution through to 30+ day projects
covering 4-5 Vigil Software solutions across multiple sites and
countries.
Training for resellers
The
below lists the technical training programmes by vendor and
product which enable resellers
to provide a complete service including services and support.
In addition to this Vigil Software can provide technical training
to pre-sales level for demonstrations and proof of concepts in
non line environment - please contact you account manager if
you require this training.
M86 Technical Training
(certified)
M86
and Vigil Software deliver accredited training for resellers
to engineer level for MailMarshal
SMTP, WebMarshal
and M86 Secure Web Gateway. Courses are run consecutively
as
separate
courses and include an exam.
An experienced M86 trainer delivers
the training in a class room environment* and attendees receive
hands on tuition including
how to install the solutions and build and manage email use and
internet access policies.
This training is in
accordance with the M86 Partner program requirements and enables
resellers to benefit from increased
margins and professional services for Marshal products.
*Options for onsite and bespoke
training courses are available.
LogRhythm
Technical Training (certified)
LogRhythm provide
specific Certified LogRhythm reseller and partner training
involving
independent two day courses,
Certified LogRhythm
Installation Engineer and Certified LogRhythm
Product Specialist.
Partners must first
complete the Certified LogRhythm Installation Engineer course
in order to complete the Certified LogRhythm Product Specialist
course. Certified training is also available for end users
on a regular basis, see our events page for upcoming sessions.
*Options for onsite
and bespoke training courses are available.
Safend Training
Safend and Vigil Software deliver technical training for resellers
for the Safend Protector (and Auditor) solution (1 day total).
Training courses are delivered by an experienced Safend trainer
in a class room environment* and attendees receive hands on tuition
including how to plan and install the solution, demonstrate and
use the console, build and deploy policy across users.
Completion of this course is mandatory
prior to a reseller implementing the Safend solution at a client
site. (Vigil Software will charge for 2nd
support for Safend implementations by a non trained engineer).
Vigil Software and the reseller will then complete a joint install(s)
until Vigil Software confirm technical reseller is capable of
providing install(s). To achieve authorised partner status with
increased discounts the reseller must run the software in house
and provide support coverage.
*Options for onsite and bespoke training courses are available.
Quest (certified)
Quest delivers accredited technical training for resellers for
the Quest Archive Manager solution (3 days).
Training courses are delivered by an experienced Quest trainer
at Quests Offices. Attendees receive hands on tuition including
how to plan, install, troubleshoot and support the solution to
an initial level that will allow for basic installs as defined
by Quest.
Pre-requisites include SQL and MS Exchange competencies and
can be further qualified by your Vigil Software Account Manager.
Completion of this course is mandatory
prior to a reseller implementing the Quest solution at a client
site. (Vigil Software and Quest
will charge for 2nd line support on implementations
by a non trained engineer). To achieve partner status with increased
discounts the reseller must run the software in house and provide
support coverage.
Titus Labs
Vigil Software deliver technical training for resellers for
the Titus Labs classification suite on a case by case basis (1
day). Training courses are delivered by an experienced consultant
and attendees receive practical tuition.
Completion of this course is mandatory
prior to a reseller implementing any Titus Labs solution at
a client site. (Vigil Software will
charge for 2nd support on Titus Labs implementations
by a non trained engineer).
Vigil Software and the reseller will then complete a joint install(s)
until Vigil Software confirm technical reseller is capable of
providing install(s). To achieve authorised partner status with
increased discounts the reseller must run the software in house
and provide support coverage.
Services 
