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Eptura Knowledge Center

Serraview Cloud Services

Customer Support and Success

Serraview provides all Clients with Standard Support, that includes:

  • 24/7 Monitoring.
  • Self-service online help, support, and training portal.

An Account Manager who can assist with product upgrades and renewals Premium Support Plans are also available. Premium Support Plans include:

  • Monitoring of automated data feeds.
  • Support management via online ticketing system.
  • Live phone and email support during business hours.
  • SLA around response times.
  • Access to additional environments for dev/test/training.
  • Named Success Manager.

Standard Service Levels

For details see Service Level Addendum (SLA)


System Upgrades, Maintenance, and Patching

For details see Service Level Addendum (SLA)

Customization and Configuration

The Serraview system is engineered for security, scalability, robustness and predictable Total Cost of Ownership (TCO). As such, Serraview preferences configuration over code-based customization to allow clients to tailor the way the system works to meet their business needs.

Serraview is committed to continuing to improve the services to meet the ongoing needs of our customer base.

If, and when, a client does require a specific feature that it not available in the product, they have two options:

  1. Wait for the feature to become available on the product roadmap; or
  2. Submit an Enhancement Request to Serraview's Professional Services (APS) group. APS can provide you with a quote to deliver the enhancements to the product in a manner that will meet your requirements and allow Serraview to meet its engineering requirements for security, scalability, robustness and TCO.