Proactive Support i. Maintains a high level of awareness of the account and identify issues potentially affecting the Flexera product environment.
ii. Leverages Flexera industry practice knowledge to help Licensee optimize the use of Flexera applications.
iii. Manages the processing and implementation of bugs and enhancements.
iv. Identifies training gaps and suggests documentation and Flexera tools to increase efficiency and help optimize the use of Flexera products.
Proactive Support. This includes monitoring and routine upgrades, network changes and enhancements and covers work that results from a need or desire to deliberately change the network in an attempt to improve it, expand it, make it more useable, secure, efficient etc. This category is still clearly IT support but is in contrast to category (1.
1.1) because the work is generated not in response to, but rather in order to, affect a system change. Category (1.1.2) can then be split into two sub-categories:
1.1.2.1 Work that can be delivered remotely without requiring an onsite visit. This would include day-to-day administration such as remote installation of new, pre-configured PC’s, hardware and software, creating new user accounts or changing account details and work of a less routine nature such as network security audits.
1.1.2.2 Work that requires an on-site visit such as physical installation of new infrastructure, network cabling etc.
Proactive Support. If you are a Halo Core, Halo Horizon or Halo Summit client, a Partnerships Manager will also offer support and insights approximately every 90 days or at intervals separately agreed with your Halo Champion. Proactive support, training, advice and consultancy is a complimentary offering to ensure you get the most out of using the Halo System.
