Customer Support
Enterprise Level

The highest level of support offered by Vitria, Enterprise Support is intended for those customers running complex business critical operations seeking around the clock access to Vitria support personnel. Enterprise Support focuses on delivering proactive support by fostering direct relationships between our customer's experts and Vitria's Customer Engineers. This approach allows Vitria to streamline processes, resolve issues more effectively, and increase the efficiency of the customer's corporate enterprise.

Summary of Program Features: Unlimited incidents

	Four (4) authorized customer contacts
	Around-the-clock (24x7x365) pager service for priority 1 issues
	Technical support bulletins
	Private support Web site access
	Quarterly support reviews
	Technical support usage reports

Expertise
Vitria customer engineers have solid experience and knowledge in:

	Java, C++ based application development
	OO design concepts and methodology
	Distributed computing
	Relational database concepts
	Multithreading, transaction management and applications server skills
	Experience with distributed objects, CORBA, ActiveX, EJB, ODBC and JDBC
	Web servers, LDAP servers, JAVA servlets, JSP scripting, ASP scripting and HTML coding
	Relational database (Oracle, Sybase, DB2, MSSQL and Informix)

Contacts

	Includes four (4) authorized customer contacts
	Support is available via email, telephone, or Web site

Hours

	Toll-free telephone support is available Monday-Friday, 8am to 6pm
	After-hours pager support is available 24 hours a day, 7 days a week for priority 1 issues

Response Time
Accelerated response times apply:

	Priority 1: 1 hour
	Priority 2: 2 business hours
	Priority 3: 4 business hours
	Priority 4: Next business day