Swimfish Technical Support provides timely reliable and cost efficient assistance to our clients. Our support organization is staffed by highly motivated, trained professionals dedicated to providing quality solutions as quickly as possible.

Administrative Services
Swimfish will proactively monitor your application infrastructure to ensure the most effective, and secure solution as possible. Administrative services include:

• Server Administration
  Includes the deployment of upgrades, patches and updates to operating systems, database platforms, and other components resident in your solution infrastructure.
• Application Administration
  Ensures proper general maintenance for supported releases of our solutions, including the testing and implementation of new releases as provided by our partners. In addition, Swimfish will provide troubleshooting assistance and log file examination for the application should it encounter any difficultly running inside your environment.
• Application Configuration
  Additional and ongoing configuration of your solution, including adding new users, performing password resets, and adding and maintaining configuration elements.

End User Support
Swimfish provides the following mechanisms for your users to request support from us:

• Live Direct Connect Support
  Instant remote support of your users’ computers during support hours so that Swimfish can diagnose and assist with solutions. End-to-end, 256-bit SSL encryption ensures compliance with HIPAA, Sarbanes-Oxley and federal and local legislation.
• Live Telephone Support
  Users can call a toll-free support number during support hours to speak with a technician versed in their application and it’s configurations for help with issues or troubleshooting of issues.
• Dedicated Email Support Users can submit their questions and issues over a secure form on our website. The request is automatically logged and assigned to one of our dedicated support technicians for resolution based on severity within your defined response times.
• Extensive Support Site Gain access to video tutorials, frequently asked questions, knowledge base, discussion groups, and more.