Premium Support

Ideally, our Ability Engineering mentors would come and visit your project: nothing beats getting the team around a whiteboard. But we recognize that this is not always possible, or economic. If all you need is a quick review of the structure of your model, or some advice on the use of UML for some new idea, then getting one of our team to travel across the world just isn’t sensible.

This is where the Ability Engineering Remote Mentoring service can help.

Remote Mentoring

The service is available on an hourly basis, so we can ‘drop in’ to your project for short periods when you need us.

Typically, this means doing some kind of screen-share so we can look at what you’re doing as well as audio conferencing, and can involve 1:1 or 1:many sessions.

As well as support for all the eaTeamWorks products, you can also use these sessions for informal teaching or advice on modeling best practice for UML using Enterprise Architect and Prolaborate.

We’ve found that a small amount of this kind of support can really keep a project moving forwards: there’s nothing more frustrating than spending time inventing something that your mentor already knows, or getting stuck on some simple bit of EA or UML which your mentor can fix in a few minutes.

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How it Works

Remote Mentoring must be purchased in advance, in a minimum quantity of 5 hours. This is to allow us to schedule people’s time effectively.

You’ll normally be assigned a named mentor, but we obviously can’t guarantee they are available whenever you need them.

Normal office hours are 0800 to 1800  GMT/BST, as we’re located in the UK. We can be available outside these hours by special arrangement, but don’t expect us to be at our best at 0300, however much you’re prepared to pay for it…

We’re happy to be sent material to read or review in advance of a call, and that will be part of your support time, so your mentor will tell you in advance how much time they will spend.

This service is only available in English.

Onsite Work

Sometimes there’s no substitute for meeting face-to-face, especially at the start of a project. If you need us to come to you, then we charge for an 8 hour day at the Premium Support rate, plus travel expenses at cost. This is for a full days work: sorry, we don’t do half-days.

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The Small Print

As you’d expect, there are a few things we need to agree to make this work:

  1. Premium support must be paid for in full, in advance.
  2. You may be restricted in how we can get access to your models via video-conferencing or screen-share software, due to local security considerations. We’re happy to work with you to resolve these, but please don’t ask us to hack your firewall!
  3. We have experience of using Teams, Skype, GoToMeeting and TeamViewer, but we’re usually OK to use whatever software your organization uses, so long as you provide us with a license to use it.
  4. Support hours are ‘called off’ the contract amount with a minimum time of 30 minutes for a single call and 15 minute increments thereafter.
  5. Only a named person(s) within your organization can set up mentoring sessions, so that you can control how the time is spent.
  6. We would expect to have your mentor available within 72 hours, but this will depend on when you need them, and their availability.
  7. A statement of support contract account charges will be submitted to your named contact by Ability Engineering on a monthly basis.
  8. Support package is valid for 12 months – any time remaining unused at the end of 12 months is written off.
  9. Additional support hours can be purchased at any time.
  10. Ability Engineering will sign a Non-Disclosure or Confidentiality Agreement with your company if required, though we find that normal commercial confidentiality is often sufficient.
  11. Times and dates of support calls to be mutually agreed with Ability Engineering beforehand (as this support service is not available 24/7). Calls required outside UK office hours (8am-6pm GMT, Monday-Friday) will be charged at double rate.
  12. Ability Engineering provides advice and guidance, but is not responsible for the contents of EA models or documents produced, nor for the success of your project.

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