Self Service and Community

Help Desk/Call Center Support: This department assists with troubleshooting, answering questions, and resolving technical issues. It is provided through various channels, such as phone, email, chat, or ticketing systems, based on customer channel preferences.

Standard

Incident Management: This focus is on identifying and resolving issues (incidents) that disrupt normal operations, often through a formal support process.

Premier

All Standard level of support involves more complex and systemic issue resolution, often for recurring or critical problems that need investigation and root cause analysis.

Premier +

All Premier levels of support and dedicated support through Slack and DSE to ensure the timely resolution of your incident.

Bug Fixes and Patches: Support services cover fixes for known bugs and vulnerabilities. This includes minor patches, security updates, and performance optimizations.

Major Releases and Version Upgrades: Release of new software versions with added features, performance improvements, or compatibility fixes.

Security Updates: These are essential for ensuring that the software remains secure against threats, with timely patches for security vulnerabilities.

End-User Training: Includes onboarding and ongoing training for users to help them get the most out of the software. This may include online tutorials, video training, live sessions, or in-person training.

Technical Documentation: Detailed online manuals, release notes, API documentation, and knowledge bases to assist with software usage and troubleshooting.

Knowledge Base/FAQs: Online repositories of commonly asked questions, solutions, and best practices to assist users in resolving issues independently.