Top-notch support for PCmover Enterprise (PCME) is available around the clock to all customers. Here's what you can expect.
Getting started
Initially, a licensor will provide support for up to 20 hours per 5,000 personal computers (20h/5kPCs). You'll also receive initial demonstrations of PCME and Policy Manager (PM) functionality, plus expert help debugging any connection issues and input on best practices based on your organization’s unique scenario. We’ll also review your content for user collateral.
Premium Support
PCME premium support provides access to Laplink's Enterprise Support Team, who is available for help via phone, email, or online sessions during normal business hours (8:00 a.m. -5:00 p.m. PST, Monday - Friday). Our English-speaking Enterprise Support Team handles all PCME-related issues, including troubleshooting, and future enhancement feedback. This option also provides post-sales software customizations, and front-line support is available via chat. If front-line support is not able to resolve a customer issue, we’ll file an escalation report and have
one of the Enterprise Support Team staff follow up with you. For further details on this, please see the escalation tiers for product support below. The front-line support is available 24/7, 363 days per year. We are closed Christmas Day and New Year’s Day.
Onboarding (prior to roll-out)
Training and Assistance (OTA) is Laplink's program to bring our customers’ new team members up to speed with the use of PCmover software on an as-needed basis. It includes demos of the software and customization tools (Policy Manager), product documentation, web training on the use of Policy Manager and PCME in the Client’s network. Furthermore, the Enterprise Support Team may assist in adjusting policy files, adding client’s logo to the software if desired, and supporting them during the evaluation and pilot phases prior to roll-out. Usage of OTA services during the pilot requires a purchase of OTA for the subsequent larger license purchase.
Maintenance
During the term of the maintenance agreement customers can access all updates, upgrades, and new version releases of PCME. Maintenance is included with the purchase of licenses under an Annual Site License (ASL) and provides coverage for the duration of the ASL agreement.
Questions or comments?
Please contact us with any questions you may have. We’d be delighted to speak with you about your unique PC migration project.