Customer Experience

It’s not just about support, but about your success.
We offer much more than a regular 24×7 support.

Support

Around the globe and around the clock

Cloud Services

Remote Environment Management and cloud operations

Training

Full suite of in-person and online courses

360 Customer Success

Complete Customer Support Program

Support Services

Support Services

Dalet Support Hub – Ticketing & Knowledge base

Dalet Support Hub Seats

2

5

Unlimited

Call Centre 24 hours/7 days – Fault Logging Only

Touchpoints (x/year – scales with subscription)

Assigned preferred support point of contact

Technical Account Manager (TAM)

% of subscription

SLA & Tickets reviews

Included with TAM

Onsite Support – Field Services

Care Package (Professional services days for technical guidance, workflow reviews, change requests, training, upgrade services…)

x days/year

Specific Terms & Conditions (min fee) – ex. Resolution Time / Services Credits

Software Support

  • SOFTWARE SUPPORT - SUBSCRIPTION

  • STARTER

  • PLUS

  • ULTIMATE

  • ADD-ONS

Software Support

Software updates (frequency at Dalet discretion)

Software release (new version excl. new billable features – frequency at Dalet discretion)

Priority technical Ticket/Email/Phone Support

Remote Assistance

Initial Response Time for Sev 1

8h – Business Days

1h – 24×7

15mns – 24×7

24×7 Emergency technical phone/remote support

Hardware Support

  • HARDWARE SUPPORT

  • STANDARD

  • EXTENDED

  • PREMIUM

  • ADD-ONS

Hardware Support

Term of support

1 to 5 y

1 to 5 y

1 to 5 y

Repair (parts/product & labour)

Return shipping fees included

Maximum 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

Operating Modes

  • OPERATING MODE

  • SUPPORTED

  • MANAGED SERVICES

  • PRIVATE SAAS

Operating Modes

Hosting

Customer

Customer

Dalet

Services for SW Updates (service packs – Flex/Pyramid) – up to x/year

2

2

2

Services for SW Upgrades (deployment of a new version) by the Cloud Operations team

1/y – Starter & Plus
2/y for Ultimate

1/y – Starter & Plus
2/y for Ultimate

Dalet Control Tower ready for troubleshooting purposes

Environment Monitoring (Computing instances, network usage, CPU, Mem, Disk, app, DB, Java)

24×7 Alerts Management (incl. Control Tower infra, covering SW stack, Infrastructure, DB Backups, Security events)

Runtime Security Analysis

Infrastructure Administration (Computing, Storage, Network resources)

Service Availability Commitment (defined per plan & for environment under Dalet control)

Cloud Hosting services (incl. Procurement, Cloud vendor support, FinOps) + Cloud Infrastructure²

On premises deployment & maintenance

Option

Option

TAM

  • Technical Account Management Services

TAM

Named technical point of contact trained on customer’s solution & workflows

Subscription services coordination (Accountable for the fulfillment of the SLA)

Weekly or bi-weekly sync calls / Corrective action plan / Escalation point

Post-project Change requests / features follow-up / Upgrade coordination

Interface with other Dalet specialists (PM, R&D, PS, SA…) & 3rd vendors

Technical guidance / Recommendations for configuration changes

Key users interviews

Release & Roadmap updates / Proactive communication

Usage & consumption reports & trends + SLA performance

Value outcomes follow-up (based on customer information)

Dalet Support Hub

Your support hub to access the Dalet knowledge base and manage your tickets.

Dalet Support Hub, powered by Zendesk, is a helpdesk application to access the knowledge on Dalet products and manage your requests for assistance at anytime from anywhere. Please sign-in to get the full access to the product documentation.

  • Case management
  • Knowledge base
  • Dashboard
  • Notifications

Around the globe and around the clock

Our in-house professional customer service teams provide support and cloud management services, in a follow-the-sun support model. We serve our customers 24x7 from 18 countries in more than 12 languages.

  • CET Time
  • Main Customer Support Locations
  • 00:00

  • 23:00

  • 22:00

  • 21:00

  • 20:00

  • 19:00

  • 18:00

Regional Support Center AMERICAS

  • 17:00

  • 16:00

  • 15:00

  • 14:00

  • 13:00

  • 12:00

  • 11:00

  • 10:00

  • 09:00

Regional Support Center EMEA

  • 08:00

  • 07:00

  • 06:00

  • 05:00

  • 04:00

  • 03:00

  • 02:00

  • 01:00

  • 00:00

Regional Support Center APAC

Contact Us

Our support team is here to help!

Access Dalet Support Hub

Your support hub to access the Dalet knowledge base and manage your tickets.

Submit a Ticket
Email Us

If you don't have access to Dalet Support Hub, please send us an email.

Contact us
Call Us

For emergencies, please call: