Professional Services vs Technical Support
Sometimes customers ask, "If my software license includes access to Technical Support, why would I need Professional Services?" Here we will try to break down the difference between these two serices so you can determine which combination of services best meets your needs.
Technical Support
Technical Support provides access to software updates, including critical security patches and bug fixes, as well as assistance with using the software. Technical Support covers most questions related to using Robo-FTP including:
- Installation
- Activation
- Features (e.g., “Can Robo-FTP do XXX?”)
- Trouble-shooting (e.g., communications errors, unexpected behavior)
- Clarification of the included documentation (Help file)
Technical Support is your first line of help for understanding and using Robo-FTP and Robo-FTP Server. The process generally involves opening a ticket using our Technical Support Wizard and interacting with our support team via email. Enterprise licenses also include access to phone support.
With Technical Support, you are in the driver’s seat. It is expected that you will use the included resources (Help file, knowledge base, tutorials, sample scripts, etc.) to learn the basics of how to use Robo-FTP. Our support team is available to help you along the way, answering specific questions, reviewing logs to troubleshoot issues, providing basic guidance on deployment strategy, etc.
Professional Services
Professional Services picks up where Technical Support leaves off. For some customers, this means hands-on, personalized training. However, most customers use Professional Services for implementation and deployment. You can provide a description of what you want to accomplish and our team will design a solution, deploy it, and test it for you. This can include interacting directly with trading partners on your behalf. It’s an excellent option for customers that are short on time or staff and want to offload the setup work to our team.
Professional Services is great for cases where you want our engineer to take the driver’s seat. They can remotely access your system, install and activate the software, configure it for you, write scripts (or perform code review or modify your existing scripts), integrate with other systems, perform trouble-shooting for you, etc.
