Application-level support
Developed for large-scale and mission-critical SCADA software systems, Premium SupportPlus Service goes beyond Trihedral’s standard SupportPlus Service, providing application-level support in a package tailored to your specific needs. This extended protection is an important part of a well-structured risk management plan.
Premium SupportPlus Service allows you to define your own requirements that could include after-hours, seasonal, or year-round support with guaranteed response times. Trihedral works with you to formulate a cost-effective solution.
Typical features
- Guaranteed access to a Trihedral staff member with training in your application
- Telephone support access (e.g. business hours, after-hours, weekends, holidays)
- Remote application access via laptop over secure connection for hands-on diagnostics
- Contract cycle (e.g. full year, seasonal)
- Contract length (e.g. one or more years)
- Guaranteed response times
- Guaranteed hourly rates over the life of a contract
Application vs. Product Support
Standard SupportPlus Service is limited to issues pertaining to the off-the-shelf components of the VTScada™ software package and its integrated VTS Scripting language. Premium SupportPlus Service is a much broader approach, ensuring access to a dedicated support team with intimate knowledge of your standard and customized application components. This level of understanding allows the support team to troubleshoot your application from a system-wide level.
Who needs Premium SupportPlus Service?
The Southwest Florida Water Management District (SWFWMD) is responsible for a SCADA system that provides primary flood protection for over 4.5 million people. During the six month hurricane season, SWFWMD cannot afford to lose its ability to monitor and control their system of gates, canals and reservoirs.
Mike Bartlett is a SCADA Control Analyst with SWFWMD. ‘Trihedral actually dedicates a specific group of people who know us and are familiar with our system to be available 24/7 for six months of the year in case we have an issue during a weather event. We have never had an issue where we were not able to get support. I cannot over emphasize how incredible Trihedral’s support is. It is the best in the industry as far as I’m concerned.’
Learn more about SWFWMD’s VTScada flood control application.