Training and Service Levels

HigherGround allows authorized resellers to choose the level of support they desire to provide their customers. Partners receive sales and training certifications customized to the amount of and type of support they want to provide. Class room training is held at HigherGround's headquarters, at your company, or at a destination of your choice. In addition, ongoing education programs such as webinars, eAlerts, and online courses are offered to ensure partners are up-to-date with the most recent software release.

HigherGround's automated Service Report Manager receives alarms from all customer systems. The notifications are analyzed based on criticality and are processed according to a set of pre-defined rules depending upon the selected service level agreement. There are two levels of support options that are provided by our authorized resellers:

• Level 1 – Resellers are required to participate in a sales and technical training certification program consisting of sessions covering installation and basic troubleshooting. Partners receive HigherGround's pre-sales and demo support assistance in addition to periodic web training sessions covering critical support issues and/or new products. This reseller tier provides all on-site support under HigherGround's guidance and some of the first level technical support.
• Level 2 – Resellers must complete advanced technical certification training provided by HigherGround. Level 2 reseller partners provide all on-site support and most remote technical support to their customers. HigherGround Technical Services is always available for escalations.

To contact an Authorized Distributor and inquire about HigherGround's products, or for more information about how to become a HigherGround authorized Gold, Silver, Bronze or Referral Partner, please email our sales department.