Unlimited support for covered events (excluding solution implementation) with 3-hour initial response time service level agreement. (SLA)

Sometimes, you just need something more. For those clients looking to supplement their internal IT resources, FMT can supply infrastructure support (network, servers, hardware) monitoring, backup, security, monthly KPI reporting, and more. MAS includes GOLD PLUS.

As part of FMT Works, the Customer Care team uses premiere ticketing solutions and follows rigorously documented processes to resolve situations quickly and effectively. In many cases, the Customer Care team will join an active project at the outset of the implementation in order to improve documentation, communication and collaboration. In a mission-critical scenario, this focus on process excellence and proactive preparation has proven effective at reducing downtime, speeding resolution, and limiting client liability.

Unlimited support for covered events (excluding solution implementation) with 1-hour initial response time service level agreement. (SLA) 

The Gold package represents high value and the swiftest possible response time. Once received and processed, actual resolution may take longer, but with a combination of online tracking and active communication, you will know the diagnosis, the recommended resolution, and be back up and running quickly and effectively.

FMT understands your company and the systems you rely on to power your supply chain, run your sales organization, manage your books, and stay connected with customers, colleagues, and partners. We align our services to match your actual business needs and tailor our support services to complement your onsite resources.

Staffed on shore, our support staff works out of our headquarters in Carlsbad, CA with qualified employees working remotely and from customer sites across the United States. Offsite. On shore. On your team.

FMT keeps customers’ systems current and complete. Our Customer Care team proactively monitors releases of any covered service packs or updates. We evaluate their impact to current systems, and proactively reach out to our clients with recommendations on how to take best advantage of updates and service packs.

Can be added to either SILVER or GOLD support packages, and includes both solution implementation and unlimited support. The addition of solution implementation can be useful for smaller projects, enhancements and optimizations.

The FMT Customer Care team works both remotely and onsite at client facilities to apply their technical skills to solve real-life system issues that inevitably show up over time. 

The Customer Care team at FMT includes only dedicated support technicians. We take support seriously and don’t use it as a training ground for brand-new consultants.