To ensure customers get value from Maintenance subscriptions, have them submit or verify their Technical Support Contacts each time you sell or renew an Attachmate Maintenance Plan.
A "Technical Support Contact" is a the contact person at the maintained customer site who is authorised to contact Attachmate Technical Support, receive notices of upgrades and updates, and receive login credentials to Attachmate's My Support web pages to view product downloads and protected technical content.
Customers can designate up to 4 Technical Support Contacts under the Basic Maintenance Plan.
Requesting and verifying current Technical Support Contacts can be done in three ways:
• Complete the Maintenance and Technical Support Contact Form, found here and forward completed forms to Attachmate Order Management.
• Collect the customer's Technical Support Contact names, job titles, and e-mail addresses when they order Maintenance. Then forward that info with the customer's VPA number to Attachmate Order Management.
• Each time you receive a Maintenance order, remind your customers to have their Primary Support Contact log into My Support at http://support.attachmate.com/mysupport.html to view their Account's Authorized Contacts. |
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