SUPPORT CAPABILITIES AT SCALE
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Service delivery team of more than 1,200 highly experienced full-time employees around the globe
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More than 2,000 employees (verifiable on LinkedIn) dedicated to providing unparalleled support experiences
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Patented AI application to pinpoint optimal engineer(s) in seconds for faster issue resolution and patent-pending AI applications
to accelerate knowledge sharing and collaboration among engineers on open cases and proactively escalate cases based on
multiple conditions and sentiment analysis
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Initial response time SLA of <_10 minutes for P1 issues and <_15-minutes for P2 issues (averages under 2 minutes)
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Assigned Primary Support Engineer (PSE) from a team that averages 20+ years of experience, backed by a team of experts
who are familiar with the client’s systems
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SLA for frequent cadence of case update communications (e.g., every 2 elapsed hours for P1 issues)
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Average client satisfaction score of 4.9/5.0 based on thousands of support experience responses
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Commitment to support current applications and databases available for up to 15 years from contract date
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Team of on-staff engineers dedicated solely to interoperability solutions and support
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Team of on-staff engineers dedicated solely to security solutions and support
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On-staff Global License and Advisory Services team with the insights and experience of former license auditors and experts
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TAX, LEGAL AND REGULATORY (TLR) UPDATES
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Patent-pending solution for gathering and vetting TLR changes for over 160 countries
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Team of more than 360 TLR full-time employees proactively helping to ensure compliance
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Proactive, vetted analysis of upcoming TLR changes distributed in communications tailored to each client’s applications,
versions, and operational jurisdictions
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SOLUTIONS
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Patented browser interoperability solution for ongoing compatibility with a wide range of browsers, applications, and versions
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Advanced security solutions with zero-day protection for applications, databases, and middleware
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TRUST, TRANSPARENCY AND COMPASSION
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Will provide audited financial statements (income statement and balance sheet) for preceding three years
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Public company, accountable to SEC standards for auditing, reporting and operations
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Runs an active, charitable foundation supporting over 525 charities on six continents
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PROVEN RESULTS
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Has served over 5,900 clients to date, including over 1,500 database clients
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Has helped clients save a combined total of more than $9 billion in total software maintenance costs to date
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