Support Versus Consulting
While either a Support Engineer or a Consultant can diagnose problems and guide you through tasks, a Consultant is more effective at understanding your technical environment and customizing the solution for you. Consulting is available to Support Subscribers by signing an order form for a "JumpStart Service" that has a number of hours and a list of tasks. Here is a comparison of the activities associated with Support versus Consulting.
Support
- Group of support engineers who fulfill the service level agreement
- Interaction via email and support center
- Answers for installation, configuration, and product usage
- Guidance on best practices for tuning performance
- Fix a defect for a patch or release
JumpStart
- Dedicated consultant who is scheduled for your project
- Interaction via email, screen share, and phone
- Assist or perform installation, configuration, and usage
- Perform tuning of system and configuration
- Custom development of product enhancement