Support Services Agreements (SSA)

Our SSAs are tailored to meet each customers specific support requirements, and may include but are not limited to:

  • Unlimited Telephone Support – Whether your needs are 24×7 or 8×5, ECG’s St. Louis based Support Engineers are available to take your calls and work the incident through resolution.
  • “Live” Technician Response – Your call will always be answered by a human being – never by voice mail or voice response.
  • Remote Access Support – With your approval, ECG will establish as secure connection to your environment so that analysis and troubleshooting can begin as soon as the incident is reported.
  • Periodic “Health Checks” – Our technicians will perform a deep review of the covered components to determine overall system health, and provide a written report of findings, which includes any recommended adjustments to ensure best practice compliance and sustained reliability of that component.
  • Priority Handling – Requests from our SSA customers take precedence over other support requests.
  • Coordination with manufacturer support, when needed – When standard troubleshooting efforts do not yield a solution, we will coordinate and oversee deeper troubleshooting efforts with the device manufacturer so that your staff is free to operate your day to day business.
  • Preferred Billing Rates for any supplemental Professional Services – Our SSA customers enjoy significant discounts on our professional service billing rates for project related work or other efforts outside the scope of the Support Agreement.
  • Predictable cost structure – With an SSA in place, our customers enjoy peace of mind knowing that their support activities are covered by vendor – certified engineers at a fixed monthly cost.