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Support Services

Exony’s Interaction Intelligence^TM software solutions are critical and intrinsic to our customers’ business infrastructure.  Maintaining the performance and availability of our software is paramount to our customers’ operations.  To ensure this, we deliver advanced support capabilities, backed up by comprehensive, tailored Service Level Agreements, to all our customers.

Our Support Services portfolio includes:

Standard Support - developed to meet the requirements of the majority of our customers; available during normal working hours (08:00 -18:00).

Premium Support - includes 24x7 cover and delivers round-the-clock service restoration; enables our customers to benefit from enhanced support levels if it is more appropriate to their business needs.

Premium Plus Support - offers proactive maintenance, enhanced reporting and other tailored support in mission-critical deployments.

Technical Account Management - available in a number of different packages; an on-going advisory service, highly recommended for large deployments or for customers with a critical business reliance on Exony software.

Upgrade Services - Assistance and advice on upgrades of both Exony software and software from other vendors such as Cisco Systems

Exony Support is founded on the following core principles:

• Electronic Case Management is enabled over a personalized extranet to provide maximum internal and external visibility on the status of queries
• Multi-level escalation processes are defined to ensure Exony meets customer service level agreements
• Our Support Services team is co-located with our Engineering and Professional Services functions benefiting customers by receiving support from those closest to the technical development of Exony’s products.