All The Help You Need
At CAYLX, we know that an implementation is only the beginning of a productive, long-term relationship, which is why we strive to be the very best in providing first-class product support to every customer.
In addition to standard Service Level Agreements (SLA's) for our information management solutions, CAYLX offers three basic support options to meet every need:
Standard Support
Includes technical phone support (during standard Call Centre hours), and other benefits, such as email support and unlimited, 24x7 access to a password-protected self-service customer care portal, FAQs, product bulletins, documentation and a searchable Knowledgebase.
Platinum Support
Includes all of the benefits of Standard Support, plus a dedicated enterprise support specialist who is a primary point of contact between CAYLX and the customer, and an in-house instance of your application for problem identification and resolution. The purchase of Platinum Support provides a powerful problem-solving environment for our customers who have purchased more complex systems and require a greater level of attention and protection for their users.
24x7 and After-Hours Emergency Support
Extended-hour program options are available for an additional fee to customers enrolled in CAYLX support and maintenance programs. Support is available seven days a week, 24 hours a day for production emergencies with an established system in live production. Customers are supplied with an after-hours telephone number, and an assigned CAYLX representative will respond to your request within one hour. Customers who require additional support after normal business hours while they test or when they are moving from development to production, may purchase this service as an hourly retainer (8 hour minimum). For more information and pricing, please contact your CAYLX sales or service representative.
Where to find out more
Feel free to browse around our website, download some of our whitepapers and success stories, and contact us - it's as simple as that. We'll be more than happy to help you to make the right information management decision.
