Support Services

Submitted by Anonymous on Thu, 06/17/2010 - 13:21
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All the Skills, Resources and Knowledge You Need

When you invest in NICE technology, you can rely on NICE to stand behind it, ensuring it continues to function as promised long after it is deployed. With NICE Support Services, we deliver proactive maintenance and upgrades for installed systems and offer flexible service level agreements (SLAs) to meet the level of service your organization needs. Expert NICE engineers and maintenance specialists are on call for NICE Support customers addressing any hardware or software issue that may arise. We developed and built your system, and know exactly how to support it.
 
As a global organization, NICE can provide quality support virtually anywhere NICE technology is deployed, either through our own support organization or through authorized specialist providers around the world.
NICE Support Services offers various SLAs so you can choose the level of support that fits the unique demands of your contact center or enterprise. For mission-critical operations and business processes, for example, choose stringent SLAs that provide the shortest response times and longest coverage hours.
 
24x7 reporting enables you to place requests for support by phone 24 hours a day, seven days a week. After business hours, your request will be logged and handled according to the response times specified in your SLA.
 
Phone and remote support is always available during regular business hours with two-hour callback guaranteed; full 24x7 coverage is also available. The majority of day-to-day issues can be resolved via phone.
 
Remote diagnostics is available for solutions equipped with remote capabilities, allowing technicians to perform detailed tests, change configurations and even update software without the delay of an onsite visit.
 
Onsite repair and replacement is provided for hardware issues and other technical problems that cannot be resolved remotely. NICE can dispatch equipment and technicians worldwide, wherever your solution is located. Response times can be established to meet your specific requirements.
 
Software maintenance includes routine proactive updates, service packs and hot fixes as well as customized periodic maintenance, all done remotely, to assure your NICE technology continues to run smoothly.

 

Electronic software delivery via the NICE Software Download Center for convenient and secure access to your software orders, upgrades, updates and fixes.