COBOLworx Critical Issue Support
Critical Issue support is an enhancement to our Business Hours support. When you submit a critical issue to our Help Desk, you should call our Support Line to alert our on-call Support Engineer. We will arrange to have one of the support staff begin working on you request (ticket) as soon as we can. Work will continue as continuously as reasonable without respect to “business hours” until some remedy is found and the problem is no longer critical.
This is a large expansion of coverage and commitments to response times. Most larger organizations consider this option favorably in spite of its higher annual costs. Often, the enhanced coverage is used infrequently but the comfort of knowing we are effectively on hot standby comforts management.