Designed for those companies that need a high level of comprehensive coverage and a high degree of supportYou'll get the most advanced features of the Diamond plan, without reaching the most advanced features of the Diamond plan, but guaranteeing a complete, reliable support with optimal response times. With Gold, you will get preventive maintenance, priority assistance y essential updatesall focused on keeping your systems in top shape and your business up and running.
Assistance
- Call Centre from Monday to Sunday, from 09:00 to 22:00
- Attention via WhatsApp, Telegram and Emailintegrated in our support centre
- Help Desk with SLA (Service Level Agreement) reporting, which provides transparency and continuous measurement of our response times.
Updates
- Updates to keep your systems up to date.
Database Management
- Master data consultingWe guide and train you to maintain your database.
- Data alignment and massive product changes for large catalogues or modifications in excel.
Hardware
- Peripheral support (Glory, dataphones, etc.), covering not only the main system but also ancillary devices.
Proactive Maintenance
- Daily backups of the database with Team Viewer Backup.
Training
- Access to our HELP CENTREwith up-to-date resources.
- Continuous training plan with online calls for new functionalities.
Diamond Maintenance
It is our service of top category for the best restaurants and the most complete for those who demand excellence, speed y full coverage in all critical areas of your business. This plan is designed to provide a comprehensive virtually uninterruptedwith a focus on proactive y multidisciplinaryensuring that your Agora system and its components operate stably and with optimal performance.
Assistance
- Priority Telephone Assistance Monday to Sunday, 09:00 to 04:00 (almost 24 hours)
- Attention via WhatsApp, Telegram and Emailintegrated in our support centre
- Help Desk with SLA (Service Level Agreement) reporting, which provides transparency and continuous measurement of our response times.
Updates
- Updates to keep your systems up to date.
- Comprehensive upgrade plan which encompasses operating systems, device firmware and other critical components.
- Complete process identification, impact assessment, testing, implementation and verification of each update, ensuring the stability of the system.
Database Management
- Master data maintenanceensuring its integrity and coherence.
- Data alignment and massive product changes for large catalogues or modifications.
- Changes on demandwith the flexibility to adapt to the particular needs of your operation.
Hardware
- Replacement equipment within 24 working hoursThis reduces downtime to a minimum in the event of a breakdown.
- Displacement of a technician to the installation site (Community of Madrid), speeding up the resolution of critical problems.
- Peripheral support (Glory, dataphones, etc.), covering not only the main system but also ancillary devices.
Proactive Maintenance
- Real-time monitoring of the premises' devices and core services (SQL Server, Agora Service, etc.).
- Contingency plan y disaster recoverywith the assurance that your data and systems will be protected against incidents.
- Daily backups of the database with Team Viewer Backup.
Training
- Access to our HELP CENTREwith up-to-date resources.
- Continuous training plan with online calls for new functionalities.
- Specialised consultants in database management, system integrations y digitisation of processes.
