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Whether you are implementing a Dalet solution for News, Sports, MAM or Archives, we're here to assist you with first class on-going support so you can take full benefits of your Dalet platform.
Our in-house professional support team delivers support services around the globe and around the clock from 3 regional support centers, strategically placed in Asia Pacific (APAC), Europe, the Middle East and Africa (EMEA), and North and South America (AMERICAS). The Singapore-based support center handles APAC and the Paris center handles EMEA. Dedicated support personnel based in different US time zones handle regional support for the Americas.
In addition to these first-tier support centers, Dalet has many on-the-ground engineers in each region as well as a Technical Expertise Center which provides R&D resources to the regional centers when needed.
Support Agreements to Meet Your Needs
In order to meet the specific needs and expectations of our customers, we offer four different levels of Service Level Agreements (SLAs), ranging from standard to custom.
Services per Service Level Agreement type |
Standard |
Extended |
Premium |
Custom |
|
| SUPPORT SERVICES | Call Centre 24 hours/7 days – Fault Logging Only | ✔ | ✔ | ✔ | |
| Multi-year coverage | ✔ | ✔ | ✔ | ||
| Proactive service bulletins and software notifications | ✔ | ✔ | ✔ | ||
| Customer Web portal access | ✔ | ✔ | ✔ | ||
| Knowledge database access | ✔ | ✔ | ✔ | ||
| Hot Transfer for emergencies | ✔ | ||||
| SLA reviews | ✔ | ||||
| Assigned technical point of contact | ✔ 2/y | ||||
| System Healthcheck | ✔ | ||||
| Tickets review | ✔ | ||||
| Technical Account Manager | ✔ | ||||
| Consulting services, e.g. Audit (SQL, Storage, Network), Stress tests (video) | ✔ | ||||
| Workflow Reviews | ✔ | ||||
| Onsite Support | ✔ | ||||
| Specific Terms & Conditions | ✔ | ||||
| Term of support | 1 to 5 y | 1 to 5 y | 1 to 5 y | ||
| SOFTWARE SUPPORT | Priority technical phone Support business hours/days | 4h | 2h | 1h | |
| Remote Assistance | ✔ | ✔ | ✔ | ||
| Software updates (bug fixing only) | ✔ | ✔ | ✔ | ||
| AmberFin new software releases | ✔ | ✔ | ✔ | ||
| 24x7 Emergency technical phone/remote support | 4h | 2h | |||
| Preventive maintenance | ✔ | ||||
| Third-party technical phone support management | ✔ | ||||
| Term of support | 1 to 5 y | 1 to 5 y | 1 to 5 y | ||
| HARDWARE SUPPORT | Repair (parts/product & labour) | ✔ | ✔ | ✔ | |
| Return shipping fees included | ✔ | ✔ | ✔ | ||
| Repair TAT | 30 days | 30 days | 30 days | ||
| Advance exchange of parts – Shipment from central inventory | 5 BD | Next BD | |||
| Onsite spares kit | ✔ | ||||
| Third-party products repair management | ✔ |
Dalet iCare
Because a better customer service starts with better communication, we have implemented Dalet iCare. Dalet iCare is a web portal allowing our customers to:
- Submit tickets
- Track support requests
- Receive ticket updates notifications in real-time
- Interact with Dalet support team
- Search the knowledge base for user manuals and technical resources
To access Dalet iCare, click here.
Follow-the-sun support model
Our in-house support team delivers services around the globe and around the clock thanks to a follow-the-sun support model.
Some intermediate and advanced training sessions are proposed in all regions on regular basis to develop the knowledge of your administrators. Available sessions are published on the Dalet Academy platform.
On premises sessions also available on request.
If you need assistance from our support team
Submit a ticket on your customer portal, iCare: https://portal.dalet.com
Or, in case you don't have an access to the portal, email us at: support@dalet.com
For emergencies, please call your local hotline:
Americas and APAC: +1 (212) 269-6707
EMEA : +33 (0)1 41 27 67 46 (for Standard SLA) OR +33 (0)1 41 27 67 47 (for Extended and Premium SLA)*
Tell us how we did, take the Customer Support satisfaction survey: click here