SUPPORT PACKAGES
Stable system performance requires the maintenance of highly qualified specialists who can save it from unexpected failures and errors. Enterra Poker's technical support professionals' mission is: “To support our Customer’s business processes and increase our Customer’s investment in Poker software solutions”.
Our technical support objectives are to provide prompt, accurate technical assistance from knowledgeable staff, and to listen carefully to customer requests. The mission and objectives executed each and every day, have translated into a world-class support team that has earned an excellent reputation.
Enterra Poker support and maintenance are offered as a part of full software life-cycle services. We offer personalised and very flexible service.
TECHNICAL SUPPORT INCLUDES:
- Diagnostics and fixing of the occurred unexpected errors;
- 24/7 system operation support;
- Periodical audit and testing of all the aspects of system work;
- Technical consultation;
- Urgent works on system recovery;
- Other maintenance works on guaranteed effective system performance.
Our technical support and maintenance services help to minimise the probability of critical situations. We guarantee prompt responses on any issue the system may encounter. As a result, time spent on system recovery is minimal. We also guarantee NON-disclosure of all business confidential information that support technical staff may come across.
Technical support is organised into fixed-pay support packages aimed to minimise forced system downtime. You can order poker support and maintenance packages on a monthly or annual basis.
Any support package can be ordered for any Enterra Poker package you purchase. Note: you can always upgrade to a higher-level support package. Choose the support package best suitable for your poker room.
Small Business
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Server maintenance:
- Backup setup and maintenance,
- Monitoring system setup and maintenance,
- Firewall setup and maintenance,
- Updates installation (including poker updates, OS, MySQL, Apache/IIS, etc.),
- Optimisation of the System and its components,
- Monthly audit of the system settings,
- Daily monitoring of server state during Enterra business hours.
- Handling requests on server configuration within 2 business days.
- Fixing blocking errors (hang-up, crash, money loss) within 5 business days.
- Fixing errors in designs during 1 business week.
- Fixing non-blocking errors for 2 months.
- Option for implementing additional functionality (items that are out of the scope of the current agreement) at an additional fee based on a request according to the internal version schedule.
- Free updates with fixed bugs.
- 10% discount on updates with new functionality.
Medium Business
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Up to 3 servers maintenance:
- Backup setup and maintenance,
- Monitoring system setup and maintenance,
- Firewall setup and maintenance,
- Updates installation (including poker updates, OS, MySQL, Apache/IIS, etc.),
- Optimisation of the System and its components,
- Monthly audit of the system settings,
- Daily monitoring of server state.
- Handling requests on server configuration within 1 business days.
- Fixing blocking errors (hang-up, crash, money loss) within 3 business days.
- Fixing errors in designs during 2 business days.
- Fixing non-blocking errors during 2 business weeks.
- Prioritised implementation of additional functionality (out-of-scope items) no later than the 1st month after the request is received with a discount of 20% off the request costs.
- Free bug-fixing updates.
- 40% discount on new functionality updates.
Professional (Large Business)
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Up to 10 servers maintenance:
- Backup setup and maintenance,
- Monitoring system setup and maintenance,
- Firewall setup and maintenance,
- Updates installation (including poker updates, OS, MySQL, Apache/IIS, etc.),
- Optimisation of the System and its components,
- Weekly audit of the system settings,
- Continuous monitoring of server state,
- Dedicated pool of administrator 24/7 support.
- Online 24/7 access to support personnel.
- Fixing blocking errors (hang-ups, crashes, money loss) within 3 business days.
- Fixing errors in designs during 2 business days.
- Fixing non-blocking errors within 5 business days.
- Prioritised implementation of additional functionality (out-of-scope items) no later than the 1st week after the request is received with a discount of 50% off the request costs.
- Free bug-fixing updates.
- Free updates on new functionality.
Furthermore, we can provide Incidental support for a separate fee only during Enterra working hours.
Contact Us
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Feel free to call our Europe and Asia office at +356.2776.1655 or our USA office at +1.813.514.0531. Feel free to write us an email message [email protected]