Each element of the Esteam TOTAL: Service Maintenance & Support offering is designed to fulfill one goal- to streamline your access to Esteam when and how you need it.

Maintenance

Esteam believes that your satisfaction with our products depends on both ongoing product innovation as well as product quality. All new versions of products licensed by your organization are made available to you as they are released. The Esteam Maintenance program gives you access to continuous innovation and improvement; insuring your organization derives ongoing value from your Esteam software and technology investment. Our Maintenance program is specifically tailored to the need of customers of the TOTAL: Impact Suite. Our program covers:

• Major releases
• Minor Releases
• Patch Releases

Esteam Support

The Esteam customer support team is staffed by Esteam experts with the knowledge to help keep your application continually running at high performance. Some of the highlights of our service program include:

• Support Hours: Monday - Friday 9 a.m. to 5 p.m. Eastern
• Toll-free telephone support in the United States and Canada
• Rapid response times based on pre-defined, easily understood severity levels
• To insure a high level of satisfaction, escalation paths are explicit and easy

Integration with Services

If you work with the Esteam Total:Service implementation team, we ensure that there is a smooth transition between planning, implementation and the production environment. To that end, the TOTAL: Service implementation team works closely with the TOTAL: Service customer support team to make sure that all the detail relevant to your Esteam implementation is transferred to our support organization. The TOTAL: Service customer support team is then "up to speed" on day one- saving you time if and when you call. Focus on Customer Success The Esteam Maintenance and Support program, combined with our product tutorials and the outstanding built-in help capabilities of our solution are designed to ensure your success.