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 Support
Complete Customer Support Program
Support Services
| Call Centre 24 hours/7 days – Fault Logging Only |
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| Multi-year coverage |
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| Proactive service bulletins and software notifications |
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| Customer Web portal access |
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| Knowledge database access |
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| Hot Transfer for emergencies |
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| Tickets review |
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| Assigned technical point of contact |
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| Technical Account Manager |
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| Care Plus (Professional services days) | 1 day remote/m | |||
| Care Premium (Professional services days) | 3 days remote/m | |||
| Onsite Support - Field Services |
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| Specific Terms & Conditions |
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Software Support
| Term of support | 1 to 3 or 5y | 1 to 3 or 5y | 1 to 3 or 5y | |
| Priority technical phone support business hours/days | 4h | 2h | 1h | |
| Remote Assistance |
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| Software updates |
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| 24x7 Emergency technical phone/remote support |
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| Services for Upgrades/Updates |
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| Third-party technical phone support management |
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Hardware Support
| Term of support | 1 to 5 y | 1 to 5 y | 1 to 5 y | |
| Repair (parts/product & labour) |
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| Return shipping fees included |
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| Maximum repair TAT | 30 days | 30 days | 30 days | |
| Advance exchange of parts – Shipment from central inventory | 5 BD | Next BD | ||
| Onsite spares kit |
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| Third-party products repair management |
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Cloud Support Services
| Call Centre 24 hours/7 days – Fault Logging Only |
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| Multi-year coverage |
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| Customer Web portal access |
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| Knowledge database access |
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| 24x7 Emergency technical phone/remote support |
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| Customer Success Manager (CSM) |
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| Hot Transfer for emergencies |
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| Assigned technical point of contact |
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| SLA reviews |
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| Technical Account Manager (TAM) |
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| Care Plus (Professional services days) | 1 day remote/m | |||
| Care Premium (Professional services days) | 3 day remote/m | |||
| Specific Terms & Conditions (minimum subscription fee) |
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Cloud Software Support
Cloud Operations Support
| Remote Environment Management including: Support (supporting resources, DBs, OS) & Monitoring (Computing instances, network usage, CPU, Mem, Disk, application, DB, Java) & 24x7 Critical Alerts management |
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| Hosting Services, including: Cloud platform provisioning, procurement, resouces reservations, administration, monitoring, capacity management, cloud vendor support plan |
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| Workflows & Job Monitoring | |||
| Services for Upgrades/Updates | Defined per platform |
Dalet iCare
Your customer portal to access the Dalet knowledge base and manage your tickets.
Dalet iCare is a unique application to manage your requests for assistance at anytime and from anywhere. It comes with a highly configurable notification system and a customer dashboard to monitor monthly statistics. The customer portal also includes a rich knowledge base.
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Case management
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Knowledge base
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Dashboard
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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
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Main Customer Support Locations
