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Better Together! Dalet Acquires Ooyala Flex Media Platform business.

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Dalet Support Services

Dalet Care

Complete customer support program

Complete Customer Support Program

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.

 

 

Dalet iCare

 

Support Around The Globe

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.

 

Educational Services & Training

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.

 

Dalet Training

 

Contact Us

If you need assistance from our support team, submit a ticket on your customer portal, iCare:  https://portal.dalet.com. 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).

 

 

 

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