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
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Dalet Support Hub – Ticketing & Knowledge base |
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Dalet Support Hub Seats |
2 |
5 |
Unlimited |
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Call Centre 24 hours/7 days – Fault Logging Only |
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Touchpoints (x/year – scales with subscription) |
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Assigned preferred support point of contact |
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Technical Account Manager (TAM) |
% of subscription |
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SLA & Tickets reviews |
Included with TAM |
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Onsite Support – Field Services |
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Care Package (Professional services days for technical guidance, workflow reviews, change requests, training, upgrade services…) |
x days/year |
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Specific Terms & Conditions (min fee) – ex. Resolution Time / Services Credits |
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Software Support
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Software updates (frequency at Dalet discretion) |
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Software release (new version excl. new billable features – frequency at Dalet discretion) |
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Priority technical Ticket/Email/Phone Support |
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Remote Assistance |
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Initial Response Time for Sev 1 |
8h – Business Days |
1h – 24×7 |
15mns – 24×7 |
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24×7 Emergency technical phone/remote support |
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Hardware Support
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Term of support |
1 to 5 y |
1 to 5 y |
1 to 5 y |
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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 |
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Advance exchange of parts – Shipment from central inventory |
5 BD |
Next BD |
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Onsite spares kit |
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Third-party products repair management |
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Operating Modes
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Hosting |
Customer |
Customer |
Dalet |
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Services for SW Updates (service packs – Flex/Pyramid) – up to x/year |
2 |
2 |
2 |
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Services for SW Upgrades (deployment of a new version) by the Cloud Operations team |
1/y – Starter & Plus |
1/y – Starter & Plus |
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Dalet Control Tower ready for troubleshooting purposes |
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Environment Monitoring (Computing instances, network usage, CPU, Mem, Disk, app, DB, Java) |
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24×7 Alerts Management (incl. Control Tower infra, covering SW stack, Infrastructure, DB Backups, Security events) |
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Runtime Security Analysis |
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Infrastructure Administration (Computing, Storage, Network resources) |
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Service Availability Commitment (defined per plan & for environment under Dalet control) |
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Cloud Hosting services (incl. Procurement, Cloud vendor support, FinOps) + Cloud Infrastructure² |
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On premises deployment & maintenance |
Option |
Option |
TAM
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Named technical point of contact trained on customer’s solution & workflows |
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Subscription services coordination (Accountable for the fulfillment of the SLA) |
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Weekly or bi-weekly sync calls / Corrective action plan / Escalation point |
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Post-project Change requests / features follow-up / Upgrade coordination |
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Interface with other Dalet specialists (PM, R&D, PS, SA…) & 3rd vendors |
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Technical guidance / Recommendations for configuration changes |
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Key users interviews |
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Release & Roadmap updates / Proactive communication |
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Usage & consumption reports & trends + SLA performance |
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Value outcomes follow-up (based on customer information) |
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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.
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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
