Trident provides Support Services that assist you in realizing the full value of your Trident Software products.All offerings include regularly scheduled Product Releases, which include defect fixes and functional upgrades.
- Knowledge Base – Customers are entitled to 24×7 access to Trident knowledge bases. Trident Technical Support personnel regularly update these information resources with the latest validated information on Case solutions, frequently asked questions, and tips and techniques.
- Web-based Support Tool – Online Case submission and tracking system allowing eligible contacts to create, update, and review their existing Cases.
- Product Updates – Download access to the latest Fix Pack and Service Pack releases.
Trident Standard Support (Annual Fee) – When a Customer cannot resolve an issue using the tools and resources described in Web-based Services, that Customer can contact the Trident Technical Support team during the Trident Business Hours of the Customer’s primary installed site. By default, the primary installed site is considered the location of the Customer’s corporate headquarters, unless otherwise specified.
Trident 24×7 Support (Annual Fee) – Extends Trident Standard Support to include access to the Trident Technical Support team for Critical Priority issues around the clock. This support is provided only in English.