Serenova Support Plans
Get business critical support offerings and a global network of experts to ensure your ongoing success. The Serenova support plans are designed to reduce TCO, improve response times, and deliver better experiences for our customers – and yours.
*NOTE: The Serenova and TelStrat Customer Support communities were recently updated – both communities now utilize a new universal log-in page and a password reset will be required for existing users upon first entry.
Our simple and effective support packages ensure you don’t just succeed in the cloud, you thrive. Every Serenova customer begins with Standard support. Those needing accelerated support response, and anywhere anytime access can take advantage of our Premium support plan. For customers needing technical consulting and personalized support, the Premium Plus tier includes a Technical Account Manager.
|Engineer Availability||6am to 6pm EST||24/7||24/7|
|Toll Free Support Line||Priority 1 Escalations Only||24/7||24/7|
|Response Times||2hrs / 8hrs / NBD||1hr / 2hrs / 8hrs||1hr / 2hrs / 8hrs|
|Technical Account Management (TAM) Services||✓|
Technical Account Management Services At a Glance
Personalized Run Book
Improve speed of support and resolution through a well-defined and repeatable framework aligned to your business processes.
Support configuration requests may include flow design & optimization, tenant configuration, user profiles, skills based routing, custom reports, & dashboard configuration.
Product Release and Maintenance Management
Review of upcoming platform maintenance, patches, and product release timing – including the corresponding impact and/or benefit to your business.
Best Practice Webinars
Best practices related to call flow architecture, tenant administration, knowledge management, and critical support process flows.
Operational review of all outstanding cases to ensure follow up and closure – highlighting key service metrics and scorecard results, as well as consulting on upcoming releases that have potential for impact.
Proactive case monitoring where critical cases are prioritized with internal support and operations to expedite issue resolution
Platform Enhancement Coordination
Prioritize platform enhancement requests with internal Product and Engineering teams.
Premium Plus Tiers
|Tier 1||Tier 2||Tier 3|
|Personalized Run Book||✓||✓||✓|
|Platform Configuration Support||10 hrs / month||15 hrs / month||Unlimited|
|Product Release and Maintenance Management||✓||✓||✓|
|Best Practice Training/Webinars||✓||✓||✓|
|Platform Enhancement Coordination||✓||✓||✓|