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

  • Services per Service Level Agreement type

  • Basic

  • Extended

  • Premium

  • Option

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
Tickets review
Assigned technical point of contact
Technical Account Manager
Care Plus (Professional services days) 1 day remote/m
Care Premium (Professional services days) 3 days remote/m
Onsite Support - Field Services
Specific Terms & Conditions

Software Support

  • Services per Service Level Agreement type

  • Standard

  • Extended

  • Premium

  • Custom

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
Software updates
24x7 Emergency technical phone/remote support
Services for Upgrades/Updates
Third-party technical phone support management

Hardware Support

  • Services per Service Level Agreement type

  • Standard

  • Extended

  • Premium

  • Custom

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

Cloud Support Services

  • Services per Service Level Agreement type

  • Basic

  • Gold

  • Platinum

  • Option

Cloud Support Services
Call Centre 24 hours/7 days – Fault Logging Only
Multi-year coverage
Customer Web portal access
Knowledge database access
24x7 Emergency technical phone/remote support
Customer Success Manager (CSM)
Hot Transfer for emergencies
Assigned technical point of contact
SLA reviews
Technical Account Manager (TAM)
Care Plus (Professional services days) 1 day remote/m
Care Premium (Professional services days) 3 day remote/m
Specific Terms & Conditions (minimum subscription fee)

Cloud Software Support

  • Services per Service Level Agreement type

  • Basic

  • Gold

  • Platinum

Cloud Software Support
Term of support 1 to 3 y 1 to 3 y 1 to 3 y
Priority technical phone support - Initial Response Time 1 BD 1h 15 mns
Remote Assistance
Software updates (frequency at Dalet discretion)

Cloud Operations Support

  • Services per Service Level Agreement type

  • REM

  • REM+

  • OCH

  • Option

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
Hosting Services, including: Cloud platform provisioning, procurement, resouces reservations, administration, monitoring, capacity management, cloud vendor support plan
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.

  • 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 iCare

Your customer portal to access the Dalet knowledge base and manage your tickets.

Submit a Ticket
Email Us

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

Contact us
Call Us

For emergencies, please call: