We are excited to announce the launch of our new dedicated business unit, Advanced Customer Support (ACS), designed to enhance your support experience through the OpenText™ L.O.V.E. (Land, Operate, Value, Expand) model. ACS provides customers with proactive, personalized, and strategic support solutions specifically aligned to the operate and value stages of your software journey.
In today’s dynamic business landscape, organizations may need more than traditional pooled technical support and often require trusted partnerships to optimize operations and maximize value. ACS embodies this philosophy, providing expert support aimed at optimizing OpenText solutions and ensuring ongoing value from your software investments.
Support aligned to your L.O.V.E. journey
ACS offers a comprehensive portfolio designed to elevate your operational excellence and ongoing value realization.
Foundational:
- Priority support – Enhance software maintenance support by rapidly addressing critical operational issues with expedited attention, advanced expertise, and swift resolution to ensure your systems are at peak performance.
- Extended support – Sustain the operational efficiency of your systems beyond standard lifecycles, reducing disruption and protecting your investment.
- Flexible credits – Convenient, prepaid credits giving you immediate access to short-term support services, such as:
Upgrade support
On-call scheduled standby assistance
Critical case or project support
Technical mentoring
Remote or onsite support
Enhanced:
- Premium support – Direct access to your assigned, dedicated technical engineer who will know your environment to resolve technical issues quickly and efficiently.
- UltimateCare – A flexible, on-demand subscription of support services designed to maximize continuity, stability, and solution success. Work with a support account manager to choose up to four strategic packages, such as:
Health checks
Operational readiness
Upgrade and recovery strategies
Technology alignment
Hypercare support
Scheduled expert assistance
Premium support (two-month trial) - Success planning – A proactive, business-outcome focused subscription that helps you maximize your OpenText investment and realize the business value of your licenses by providing a dedicated customer success manager with the following services:
Welcome event and contract alignment
Entitlement activation and management
Support process walkthrough
Joint customer success planning
Value roadmap development
Deployment and adoption analysis
Business goals tracked against outcomes
Software maintenance: Essential for your ACS experience
All ACS offerings require active enrollment in a standard software maintenance plan, ensuring foundational support and a seamless transition to ACS’s enhanced capabilities.
Why ACS and L.O.V.E.?
ACS is your strategic partner within the L.O.V.E. framework, committed to:
- Operational excellence: Proactive support to ensure continuous, efficient operation of your OpenText environment.
- Value realization: Customized, strategic support services that align directly with your business goals, maximizing your software’s value.
- Strategic partnership: Ongoing collaboration to ensure sustained operational efficiency and continuous business value.
Ready to elevate your L.O.V.E. journey?
Explore how ACS can support you in achieving operational excellence and maximizing value. Contact our ACS team (acs-team@opentext.com) to discover how we can specifically support your unique needs within the operate and value stages of your OpenText journey.
Learn more:
Priority support
Extended support
Flexible credits
Premium support
Success planning (coming soon)
UltimateCare (coming soon)
