For customers needing a program specifically designed to accommodate a unique set of business requirements, including enhanced access to technical support resources, extended off-site or on-site contract consulting, customized systems integration or analysis, etc.

Many of our mid- to large-sized customers require special assistance in order to assess, execute and follow-up on single or multiple projects. They are typically hampered by restrictions involving internal resources, industry or trend know-how or technical expertise. That’s where Harvest comes in. Our Account Management Team will tailor a Gold Support and Maintenance Program to existing and future business needs based on the client’s ROI goals. Harvest’s consultants will work hand-in-hand with your technical management team to develop a program that will effectively address day-to-day support requirements, as well as long-term, large-scale projects. They will ensuring everything is handled, start-to-finish.

Gold Support Portal:
Harvest’s Online Web-based Support Service provides users with the fastest and most efficient way to work with Harvest Technical Consultants.  Go to www.harvesttg.com and click on Customer Login to submit your incident.

• Dedicated Project Manager for Your Incident    
• Online Incident Submission
• Online Status Tracking of Open Support Incidents
• Searchable Knowledge-Base
• Updated Technical Reference Guides
• Remote Technical Support
• Systems FAQ List
• Product Release Notes and Quick Set-Up Guides
• Access to Technology Partners’ Secured Customer Web Portals
• Request a Temporary License Key (initial and one replacement)*
• Request a Permanent Product License Key (one)*

Key Advantages*:

• Systems Technical Support for an UNLIMITED NUMBER OF INCIDENTS Per Month During the Times and Days specified in the clients’ customized support program
• Web Submittal – Response guaranteed within TWO hours of web submittal (during normal business hours)
• 24/7 Page-Alert Hotline – With a response time of THREE business hours (based on the customized support program)
• FIRST PRIORITY ESCALATION for Most Business and Systems Down Related-Issues
• Four hours of Online Standard Administrative Training for up to three client end-users (concurrently)
• Customize a program based on business needs and goals
• Extend workforce resources cost-effectively by leveraging certified master consultants for highly complex projects
• Mitigate costs by leveraging off-site resources for annual recurring projects
• Ensure critical timetables are met by securing support services for long-term projects (30+ days or more)
• Take advantage of product and services discounts offered throughout the year

* Maintenance and support services available are product- and version-specific. Some restrictions may apply. Additional fees may be required. Benefits are subject to change.