Customer Support
Expert Level

Expert support is intended for medium-size to large organizations, VARs, ISVs, and system integrators. Expert Support provides an effective communication base between customer experts and Vitria support engineers, leveraging knowledge and expertise on both sides of the relationship. This support program allows for unlimited incidents and includes regular technical bulletins on Vitria products and quarterly incident closure summary reports.

Summary of Program Features:

	Unlimited incidents
	Two (2) authorized customer contacts
	Private support Web site access
	Technical support bulletins
	Incident closure reports

Expertise

	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 two (2) authorized customer contacts
	Support is available via email or telephone

Hours

	Telephone support is available Monday-Friday, 8am to 6pm
	Response Time
	Accelerated response times apply: -Priority 1: 2 hour - Priority 2: 4 business hours - Priority 3: 8 business hours - Priority 4: Next business day