Voyager Technical Support Program

Introduction

We are proud to offer the Voyager Technical Support Program as part of our term software license agreement, aimed at ensuring customer success and maximizing adoption of the Voyager software platform.

Our approach to support goes beyond traditional helpdesk services. We view support as an extension of our sales and customer success philosophy—ensuring that every customer realizes the full value of their Voyager investment through expert solution architecture guidance, training, and responsive technical assistance.

Customers can further tailor their support through a paid engagement with our Customer Success/Delivery team, providing flexibility in how support is delivered to meet unique needs.

Program Overview

The Voyager Technical Support Program underscores our commitment to exceptional customer experience. By embedding support directly into our licensing agreements, we ensure high-quality, expert-led assistance is always available as a core part of the Voyager experience.

Support is delivered by our dedicated team of technical experts who are assigned based on the nature of the request to ensure the most qualified personnel respond. Our support model includes both U.S.-based and international team members, and each request is matched to the most qualified available resource. Support is not provided as full-time dedicated personnel; instead, resources are assigned to deliver timely, high-quality assistance tailored to the request.

Included Support Services

Our technical support includes:

Solution Architecture Guidance: Advising customers on designing and aligning their Voyager environment with best practices for scalability, performance, and integration, while leaving day-to-day configuration and operations to the customer.
Strategic Implementation Support: Offering recommendations on how to deploy Voyager software effectively and align it with existing enterprise systems.
Onsite and Remote Technical Support: Providing responsive troubleshooting, issue resolution, and expert advice through both onsite visits and remote sessions.
Collaboration with Integration Teams: Working alongside customer integration teams to test configurations, document playbooks, and advise on architecture.
Training & Enablement: Delivering instruction on Voyager features, best practices, and workflows to accelerate customer adoption.
Product Enhancements: Where aligned with customer needs, Voyager may make product improvements at our own cost, feeding customer feedback into the product roadmap.
Customized Engagement by License Level: Larger licenses automatically include more support resources, providing a scalable support solution that grows with the customer’s organization.
Additional Support Credits: Customers may purchase credits for enhanced or extended engagements, offering additional flexibility.

What is Not Included

While Voyager Technical Support is intentionally broad, it is not responsible for activities outside the scope of Voyager software.

The following are not included in technical support:

System Integration Services: Full-scale integration of Voyager into customer-specific environments.
IT Infrastructure Tasks: Configuring, monitoring, or managing customer networks, operating systems, databases, or storage environments.
IT Security: Customers are responsible for the security of their infrastructure, access controls, data/data policies.
Ongoing System Operations: Day-to-day sustainment, administration, or operations of development, test, or production systems.
Custom Solutions: Building bespoke workflows, applications, or non-Voyager processes on behalf of the customer.
Third-Party Services: Support for software, services, or infrastructure not provided by Voyager.

Customers requiring these services may engage Voyager through our Customer Success Program.

Conclusion

The Voyager Technical Support Program is designed to ensure that organizations can maximize the value of Voyager software through expert-led guidance, solution-focused support, and scalable engagement options. By clearly distinguishing between technical support and professional services, we provide customers with robust, value-driven assistance while ensuring transparency around responsibilities for integration, operations, and sustainment.

For more information, please contact your Voyager account manager.