Support Services

Submitted by Anonymous on Wed, 04/14/2010 - 08:26
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All the Skills, Resources and Knowledge You Need

When you invest in a NICE solution, NICE continues to help your enterprise achieve its business goals long after your system is deployed. With the NICE Support Service, you can call on expert NICE engineers and maintenance specialists for any hardware or software issue that may arise once your solution is up and working. We developed and built your system, and know exactly how to support it.

Choose Your Own Level of Support

To fit your NICE Support Service to the unique demands of your contact center or enterprise, NICE offers various Service Level Agreements (SLAs). For operations and business processes that are mission-critical, for example, you can opt for the most stringent SLAs, which provide for the shortest possible response times and longer coverage hours.
 
24x7 reporting enables you to place requests for support by phone 24-hours a day, 7-days a week. After business hours, your request will be logged and handled according to the response times specified for the support level.
 
Phone and remote support is available on a business-day, business-hours basis, up to full 24x7 coverage, with 2 hour callback response times. In practice, 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 on-site visit.
 
On-site repair and replacement is provided for hardware repairs or replacements and other issues 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 remote diagnosis and resolution of software issues as well as proactive updates, service packs and hot fixes— all to assure your solution continues to run efficiently and smoothly.
With the NICE Support Service, your staff will typically be supported by Tier 1 or Tier 2 technicians, depending on the complexity of the issue. Tier 3 and R&D support are available for high-level issues and specialized integration. 

 

Proactive Support and Maintenance

To meet more advanced or specialized support requirements, NICE can deliver customized services that offer:
 
  • Periodic maintenance of both hardware and software on a regular schedule to help prevent problems before they occur.
  • Disaster preparation to help you plan for continuity in emergencies or other major problems.
  • Spare parts on-site. In particularly critical operations, NICE can maintain an inventory of spare parts at your location to allow for the fastest possible replacement in the event of a failure. 

 

Wherever You Are, Worldwide

As a global organization, NICE can provide quality support virtually anywhere your NICE solution is deployed, either through our own support organization or through authorized specialist providers across the globe.
 

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