Services

Support

You've invested in Saba People Systems for learning management, performance management and business collaboration. Now you want to get the most value from these leading solutions.

Saba’s Global Customer Care delivers the comprehensive support programs that drive maximum leverage, return on investment, and business continuity from your Saba solutions. Along with continuous software development, we offer you real-time support access to experienced support analysts and intelligent support technologies.

Saba Standard Support

We continually invest in our products and solutions so that you have access to the latest technologies, industry best practices, and new product functionality for the software you’ve licensed. Your annual paid support contract provides you with access to future releases for the products you’ve licensed, keeping your systems on the leading edge and maintaining your competitive advantage.

Saba Advanced Customer Support

As our customers evolve and expand their Saba People Management platform, Saba will provide higher, more robust levels of support to meet their growing technical demands. These Advanced Support offerings are made available under a flexible business model that allows customers to adopt them cost-effectively and to predictably manage their maintenance spend based on their particular needs.

Saba Advanced Support offerings include:

• Extended Support — 24x7x365 access to a Saba Support engineer with a maximum two-hour initial response time any time of day or night regardless of local holidays.
• Client Services Manager (CSM) — The CSM serves as your Saba ombudsman and advocate to address all issues and case resolutions associated with Saba products, support, and service delivery. Additionally, the CSM will drive the mutual development and execution of an overarching technical plan to meet technical milestones and metrics associated with your learning and collaboration business strategy.
• Dedicated Support Engineer (DSE) — Single point of contact for all case investigation, diagnosis, root cause analysis, and resolution. The DSE is a highly technically skilled professional who understands a broad range of Saba modules and the technology stacks on which they run. Your DSE will have knowledge of your unique environment and actively work to resolve all cases as they arise.
• Saba Premium Support — Premium Support is the highest level of Saba Support available, aggregating all of the components of Saba Advanced Support and offering our highest-level SLA — a one hour maximum initial response time 24x7x365.

For further information on Saba’s Standard and Advanced Support Offerings you can send an email AdvancedSupportOfferings@saba.com, or existing customers can contact their account executive or log into the Saba Support Portal and contact Support directly.