At STL, customer care is our highest priority. Our Customer Support Organization’s goal is to swiftly tackle and resolve any issues that our customers may encounter. STL’s Customer Support Plans are designed to meet the STL implementation support requirements of our customers and partners. Our support offering ensures technical assistance when you need it most and helps you to plan future upgrades so that you can benefit from the latest technology and improvements in our product offering. We strive to ensure your long-term satisfaction by providing a number of options to best suit your specific needs.
Support Levels
STL offers three different support levels which provide responsiveness and expertise to meet our customer’s needs. Regardless of which one you choose, our team of experienced support engineers will quickly work with you to diagnose and solve your problems.
Customer Support Levels:
STL Standard Support - Annual Maintenance and Upgrade Contract (M&U)
The Standard Support (M&U) contract covers the following:
- Program Updates - STL can order Product Patches, Bug Fixes and Product Upgrades at no extra cost (ex. shipping and media charges).
- Product Alerts
- Telephone Support – Technical advice and problem resolution Support Notes – either by email or on our site Software License Transfer – this covers transfers within an operating system, transfers to a new platform/operating system and the migration path for de-supported products.
The following services will be provided at the prevailing chargeable rates:
- Installation of Oracle upgrades
- Backup & Recovery Procedures Review
- Upgrade plan including smooth migration
- Database Performance Tuning
- Other support service
- Consultancy
STL Silver Support
In addition to the services covered under Standard Support (M&U), Silver Support includes:
- Installation of Oracle upgrades - twice a year or as agreed at the time of renewal
- Backup & Recovery Procedures Review - twice a year
- Upgrade plan including smooth migration, as and when required
- Database Performance Tuning - twice a year or as and when required
- Any other support service, as agreed at the time of renewal
- Consultancy
STL Gold Support
As well as all the services covered under Standard Support (M&U) and Silver Support, Gold Support includes:
- Installation of Oracle upgrades
- Backup & Recovery Procedures Review
- Upgrade plan including smooth migration
- Database Performance Tuning - one visit to customer every month
- Any other support service, as agreed at the time of renewal
- Consultancy on topics related to Oracle RDBMS
