Customer Experience
It’s not just about support, but about your success.
We offer much more than a regular 24×7 support.
Support
Around the globe and around the clock
Cloud Services
Remote Environment Management and cloud operations
Training
Full suite of in-person and online courses
360 Customer Success
Complete Customer Support Program
Support Services
|
Dalet Support Hub – Ticketing & Knowledge base |
 |
|
|
|
|
Dalet Support Hub Seats |
2 |
5 |
Unlimited |
|
|
Call Centre 24 hours/7 days – Fault Logging Only |
|
|
|
|
|
Touchpoints (x/year – scales with subscription) |
|
|
|
|
|
Assigned preferred support point of contact |
|
|||
|
Technical Account Manager (TAM) |
% of subscription |
|||
|
SLA & Tickets reviews |
Included with TAM |
|||
|
Onsite Support – Field Services |
|
|||
|
Care Package (Professional services days for technical guidance, workflow reviews, change requests, training, upgrade services…) |
x days/year |
|||
|
Specific Terms & Conditions (min fee) – ex. Resolution Time / Services Credits |
|
Software Support
|
Software updates (frequency at Dalet discretion) |
|
|
|
|
|
Software release (new version excl. new billable features – frequency at Dalet discretion) |
|
|
|
|
|
Priority technical Ticket/Email/Phone Support |
|
|
|
|
|
Remote Assistance |
|
|
|
|
|
Initial Response Time for Sev 1 |
8h – Business Days |
1h – 24×7 |
15mns – 24×7 |
|
|
24×7 Emergency technical phone/remote support |
|
|
Hardware Support
|
Term of support |
1 to 5 y |
1 to 5 y |
1 to 5 y |
|
|
Repair (parts/product & labour) |
|
|
|
|
|
Return shipping fees included |
|
|
|
|
|
Maximum repair TAT |
30 days |
30 days |
30 days |
|
|
Advance exchange of parts – Shipment from central inventory |
5 BD |
Next BD |
||
|
Onsite spares kit |
|
|||
|
Third-party products repair management |
|
Operating Modes
|
Hosting |
Customer |
Customer |
Dalet |
|
Services for SW Updates (service packs – Flex/Pyramid) – up to x/year |
2 |
2 |
2 |
|
Services for SW Upgrades (deployment of a new version) by the Cloud Operations team |
1/y – Starter & Plus |
1/y – Starter & Plus |
|
|
Dalet Control Tower ready for troubleshooting purposes |
|
|
|
|
Environment Monitoring (Computing instances, network usage, CPU, Mem, Disk, app, DB, Java) |
|
|
|
|
24×7 Alerts Management (incl. Control Tower infra, covering SW stack, Infrastructure, DB Backups, Security events) |
|
|
|
|
Runtime Security Analysis |
|
|
|
|
Infrastructure Administration (Computing, Storage, Network resources) |
|
|
|
|
Service Availability Commitment (defined per plan & for environment under Dalet control) |
|
|
|
|
Cloud Hosting services (incl. Procurement, Cloud vendor support, FinOps) + Cloud Infrastructure² |
|
||
|
On premises deployment & maintenance |
Option |
Option |
TAM
|
Named technical point of contact trained on customer’s solution & workflows |
|
|
Subscription services coordination (Accountable for the fulfillment of the SLA) |
|
|
Weekly or bi-weekly sync calls / Corrective action plan / Escalation point |
|
|
Post-project Change requests / features follow-up / Upgrade coordination |
|
|
Interface with other Dalet specialists (PM, R&D, PS, SA…) & 3rd vendors |
|
|
Technical guidance / Recommendations for configuration changes |
|
|
Key users interviews |
|
|
Release & Roadmap updates / Proactive communication |
|
|
Usage & consumption reports & trends + SLA performance |
|
|
Value outcomes follow-up (based on customer information) |
|
Dalet Support Hub
Your support hub to access the Dalet knowledge base and manage your tickets.
-
Case management
-
Knowledge base
-
Dashboard
-
Notifications
Around the globe and around the clock
Our in-house professional customer service teams provide support and cloud management services, in a follow-the-sun support model. We serve our customers 24x7 from 18 countries in more than 12 languages.
- CET Time
-
Main Customer Support Locations
