A successful solution 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.

Standard Support Option

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.

Optional, Non-Standard Support Packages

Our standard Service Level Agreements (SLA's) cover most customer requirements for their chosen CAYLX information management solution. For customers with requirements not covered by our standard Service Level Agreements, we offer two additional support options:

Platinum Support Option

Includes all of the benefits of the Standard Support option, 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 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.