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

Our support packages include the following:

• Server Administration
  Includes the deployment of upgrades, patches, and updates to operating systems, database platforms, and other required complements resident on your servers hosting your On Demand Solution.
• Application Administration
  Support for proper general maintenance for supported releases of our On Demand 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 difficulty running inside your environment.
• Application Configuration
  Additional and ongoing configuration of your On Demand 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, secure remote support of your user’s computers during support hours so that Swimfish can diagnose and assist with issues. End-to-end, 256-bit SSL encryption ensures compliance with HIPAA, Sarbanes-Oxley and federal and local legislation.
  • Toll-free Telephone Support
    Users can call a toll-free support number during support hours to speak with a technician versed in their application and its configurations for help with usage or troubleshooting of issues.
  • Dedicated E-mail Support
    Users can submit their questions and issues over a secure form on our Web site. The request is automatically logged and assigned to one of our dedicated support technicians for resolution based on severity within your set response times.
  • Password-Protected Support Site
    Gain access to frequently asked questions, user manuals, quick tips, etc.

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