Support Offerings

Standard Support includes the following:

  • 4 named support contacts
  • 24/7/365 support portal and knowledge base access
  • 24/7/365 support for Business Critical or High priority incidents
  • Web and phone support available during business hours
  • Cases are worked through a queue by a team of customer support engineers
  • Incoming call telephone support provided by the responding customer support engineer
  • Functional support:
    • Confirm expected behavior
    • Confirm whether a use case is possible
    • Sharing resources to explain the appropriate technique or best practice needed accomplish the goal

For additional charge, Select Support includes the following:

  • 6 named support contacts
  • 24/7/365 support portal and knowledge base access
  • 24/7/365 support for Business Critical or High priority incidents
  • Web and phone support available during business hours
  • Ability to schedule ad hoc zoom calls with dedicated Select Support Engineer
  • Dedicated Select Support Engineer:
    • Advanced technical expert
    • Proven track record of solving challenging support cases
    • Understands your specific workflows and technical configurations
    • Learns about your business and strategy
    • Owns all support cases submitted leading to faster identification and resolution of any recurring themes and complex concerns
  • Support case reporting and analytics
  • Technical advice and hands on assistance for developing solutions
  • Reviewing flows before launch
  • Guidance on implementing complex use cases

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