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Neocase Customer Support |
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Neocase Software ensures our customers and partners receive superior customer support service through: a worldwide customer support experience through a 24/7 self service portal,access to our robust knowledge base, and a toll-free phone line. Neocase Software tracks all customer service requests and ensures that our service level agreements are enforced to
maximize our superior customer service.
Neocase Software Technical Support Overview
Neocase Software is multi-channel, multi-lingual and directly integrated with Neocase Knowledge Management tools.
Multi-channel availability
Neocase Software provides multi-channel service and support encompassing:
 Web Self Service: Fast and efficient and available 24x7.
This is the preferred method of contacting Technical Support. Customers can submit, review, update, or close their cases over the Internet with Neocase Self Service. Dynamically integratedwith Neocase Knowledge Base, there’s no need to wait for available solutions if one already exists. Customers can be automatically notified by e-mail whenever a change is made to a case.
Native interface support is available in English and in French. Online Support is powered by Neocase Self Service.
Telephone: Toll-free Technical Support is available from 6am to 6pm PST, excluding bank holidays.
Email: Available 24x7 to submit support questions or update existing requests. |
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Impact-driven Service Levels
Business Critical:
The impact of the reported error renders the Neocase Software solution completely non-functional. Neocase will respond within four (4) business hours from the time the issueis received. Neocase will commit personnel continuously until such time as the Neocase Software is returned to a functional state.
High:
Significant impairment of essential functions. The Neocase Software solution remains usable, but core functionality is highly impaired. Neocase will respond and attempt to deliver a solutionor workaround within 2 business-days from the time the issue is received.
Medium:
Non-essential functions impaired. Neocase will respond and attempt to deliver a solution to the issue within 5 business days from the time the issue is received.
Low:
Request for information or other non-impact request.
Named User Access
Neocase Technical Support is available to named users only. Neocase provides access to Technical Support (as well as a login and password for Web Self Service) for up to 5 named usersper customer account. |
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Technology Services
