Premium Support

Beyond traditional Lotus consulting services, GROUP Experts also offers many different varieties of expert support, monitoring, and remote administration of Lotus Notes/Domino and its extended family of products, such as Sametime, Quickr, Connections, LEI, Domino Unified Communications, and other custom applications that integrate with Lotus Domino. In addition, the GROUP Experts support team maintains expertise in all supported Domino operating systems, including Windows, UNIX, Linux, and AS/400, as well as a variety of relational database systems such as DB2, SQL Server, and Oracle in order to provide comprehensive support of your Lotus software investment.

How we Do It

When you initiate a support inquiry, GROUP Experts goes to work on not only solving the immediate problem at hand and achieving system stability, but also investigating and explaining the root cause of the problem, and suggesting measures to prevent future recurrences. With premium support, reported incidents are periodically analyzed for patterns that may reveal common underlying opportunities for improvement, the results of which are provided to you proactively.

Premium support plans are tailored specifically for you depending on which optional services you require as well as your specific coverage hours and response time requirements. As a starting point, we offer some standard third-level support packages and a laundry list of extended services that can be added as needed.

Small Business Support
1 or 2 servers and up to 100 users
Up to 2 named customer contacts may open incidents
As low as $1500 per month

Medium Business Support
Up to 12 servers and up to 1000 users
Up to 4 named customer contacts may open incidents

Enterprise Support
More than 12 servers and/or 1000 users.
Negotiated number of named customer contacts may open incidents
As low as $300 per server per month.

The following extended support services can be added to your base support agreement to create a support program that fits your precise requirements.

• Complete Environment Assessment: A comprehensive assessment to determine the overall health, stability, and performance of your Notes and Domino environment is highly encouraged at the inception of a new support agreement. This service typically results in several recommendations that deliver both immediate and long-term value. These suggestions may be as simple as best practices and minor configuration changes or as comprehensive as version upgrades or architecture changes. Regardless, we document and gain significant familiarity with your particular environment, which enables us to provide faster solutions on your support incidents.
• Extended Hours Support: Your support services can be extended outside of normal business hours as needed up to 24 hours per day, 7 days per week, 365 days per year with the same or modified service levels either as part of your monthly support cost or on an as needed basis.
• Remote Monitoring and Administration: In addition to on-demand support, GROUP Experts' team of dedicated system administrators can provide proactive system health monitoring services and/or perform common administrative tasks on a monthly, weekly, daily, or even 24-hour basis. Before you hire another system administrator, hire an entire team of experts for less than half the cost.
• Maintenance Release Review and Upgrade Service: On average, less than 30% of maintenance releases are useful for a typical environment, and frequently, problems are found with maintenance releases that may have negative effects on your environment’s stability. GROUP Experts thoroughly evaluates each maintenance release of Notes/Domino software and determines whether the upgrade is necessary and/or beneficial for your environment and recommends upgrades to clients and/or servers only when it is meaningful for your implementation.
• Network and Infrastructure Support Services: In addition to Lotus software, GROUP Experts can support the hardware and infrastructure on which your Lotus environment depends, such as server hardware, operating systems, network, VPN, and other appliances. Call us for a more detailed list of support options.
• Extended Product Support: In addition to Notes and Domino, GROUP Experts employs experts in the extended family of Lotus products, such as Sametime, QuickPlace, Domino.Doc, LEI, and more. Select support services are also available for non-Lotus products such as Mail Gateways, Fax Servers, Blackberry, and other handheld device integration products.
• Standard and Custom Application Support: GROUP Experts can provide deployment, configuration, and customization support for a variety of third-party applications that run on Notes/Domino as well as your internal custom applications. Call for further details.
• End User Support: GROUP Experts offers end-user support for a fixed “per ticket” cost as low as $100 per ticket. A complete assessment of current help tickets and environment stability is typically required.
• Other Custom Services: Whatever unique services your business requires, if it involves Lotus software, GROUP Experts can help you manage them. Contact a GROUP Experts sales representative today for further details.