Client Support Benefits
While we may be relatively small in some circles, we have what it takes to implement, train, and support our customers 24x7 worldwide. In addition, we have partners who can supplement our capabilities.
We offer three support packages. Our goal is to provide the right level of service based on the specific needs of each organization.
PLATINUM
Comprehensive 24x7 global support is available for the most demanding customer environments. Platinum Support features all of the benefits of Silver Support plus faster response times as well as custom training options.
SILVER
Robust 24x5 global support includes faster response times, unlimited number of cases and prioritized case routing. As a Silver Support customer, you will also have access to on-site training sessions offered by Aleri experts.
STANDARD
Standard 10x5 support is designed to meet the most common support requirements within acceptable timeframes to keep your solutions up and running.
| FOCUS | STANDARD | SILVER | PLATINUM |
|---|---|---|---|
| Software Downloads and Updates | X | X | X |
| Multi-Channel Support (web, email, phone) |
X | X | X |
| 24x7 Web Access | X | X | X |
| Live Phone Support | 10x5 | 24x5 | 24x7 |
| Response Times | 1 business day | 4 business hours | 2 business hours |
| Case Limits | 10 per month | Unlimited | Unlimited |
| Prioritized Case Routing | X | X | |
| On-Site Training | X | X | |
| Custom Training | X |
Existing customers can access the Customer Support Center by logging on and using your username and password. If you are having trouble logging on, please contact your account or customer support representative at:
Customer Support Center
United Kingdom: +44 1483 291 291
United States: +1 888 662 8237 (toll free)
Email: support@aleri.com