From implementation to launch and beyond, FortisUtility is committed to our customers' on-going business success. We provide access to skilled technical engineers and flexible, easy-to-use telephone and Web resources for timely, effective assistance.
We offer support packages to provide continued support: Basic, Extended, Enterprise (see table)
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Support Level
Basic (Limited)
Extended (Standard)
Enterprise (Premium)
Management Escalation
Business hours
Business hours
24x7
Technical Escalation
Business hours
24x7 for critical issues
24x7 for critical & major issues
Knowledge Base
X
X
X
Code Samples
X
X
X
Named Contacts
4
6
8
Telephone Support
X
X
X
E-mail Notification Services
X
X
X
Software Upgrades, Updates and Patch Releases
X
X
X
Technical Documents and Whitepapers
X
X
X
Case Reporting
X
X
X
Go-Live Assistance (Scheduled)
Business hours
24x7
24x7
Upgrade Support (Scheduled)
Business hours
24x7
24x7
Remote Accessibility
X
X
24x7 Critical Issues
X
X
24x7 Major Issues
X
Account Reporting
X
Technical Advocacy*
X
*Fee-based option that may be added onto Enterprise level support
Fortis Utility is a software suite specifically for Retail Electricity Providers from Fortis Interactive
