ILOG Technical Support gives subscribers an effective way to maximize their ILOG software investment. Several levels of support are offered in order to respond to the broadest range of customer needs.
Gain a competitive advantage
ILOG customers can select the particular level of support that best matches their business requirements. These responsive ILOG support programs help deliver a competitive advantage by ensuring that customers have the latest ILOG software releases and a wide range of highly effective services. For example, customers who need it can have round-the-clock weekday access to a dedicated team of technical support engineers or on-site support in critical situations.
ILOG's standard support services include:
Online support ILOG's support website is for the exclusive use of support customers, 24x7. Among the website's resources are access to ILOG product information such as product documentation, an online knowledge base, code samples and downloads of the latest releases and patches. Customers also submit and track support requests via the site.
Release upgrades Support customers receive the latest product releases and updates to ensure that their ILOG-powered applications deliver maximum performance and features.
Telephone support Customers can call ILOG support engineers regarding issues like installation, product use and problem resolution.
Product newsletter subscription Support customers can subscribe to free ILOG newsletters that include new product information, customer profiles, expert tips, performance-enhancing recommendations, application examples, technical training opportunities and related information.
Additional programs are available for customers with expanded support requirements:
After-hours support ILOG maintains support centers in the major geographic regions of the world. Thus developers who need support outside regular business hours can call any open ILOG support center on a 24x5 basis when the center in their region is closed during the week. A 24x7 option is available that extends support to weekends.
Premier support Some critical software development projects can require intensified, on-site support assistance. Customers choosing the Premier support option are guaranteed that a product expert will arrive at their location within two days whenever needed.
VIP support This support option assures subscribers that their "Severity 1" support situations will be given top priority by the ILOG support manager in their region. Subscribers receive the commitment that - at a minimum - a workaround will be found by the end of the next business day.
Download the FAQ or contact your sales representative for more information about ILOG support programs.
ILOG Customer Education
We frequently provide classes at our worldwide, state-of-the-art facilities. We can conduct personalized training at your site.
