Angel Support Services
Responsive support. Reliable results.
Nothing is more important than protecting the technology investments you've made in your business. Angel Customer Support provides enterprise-class support, around the clock technical support for your mission-critical voice applications to ensure your success with Angel solutions. Angel's world-class customer support engineers are true experts in the Angel product line and key related technologies. With a fully staffed support office, Angel Customer Support has the infrastructure to fully support global corporations with operations in multiple sites around the world.
Our tiered support offerings enable you to use the right level of support services to meet the needs of your voice applications.
Angel Customer Support provides you with:
- Rapid, friendly responses to your requests
- A wealth of technical knowledge at your fingertips
- Timely responses and resolutions for all of your software design inquiries and issues
- Answers to your application usage and functionality questions
- Up-to-date service and installation information
- Consistent support options for all of your Angel needs
Support Packages
| FEATURES | SELF-SERVICE | PREMIUM | LEXEE | ENTERPRISE | ENTERPRISE ADVISOR |
|---|---|---|---|---|---|
| Annual Support Fee | Included | $250/month | $250/month | $500/month | $2,500/month |
| Online Knowledgebase | ✓ | ✓ | ✓ | ✓ | ✓ |
| Email Support | ✓ | ✓ | ✓ | ✓ | ✓ |
| Web Portal Support | ✓ | ✓ | ✓ | ✓ | ✓ |
| Phone Support | - | Business Hours (c) | Business Hours (c) | ✓ (24 x 7) | ✓ (24 x 7) |
| No. of Cases Submitted (monthly) | 5 (a) | 10 (b) | 10 (b) | Unlimited | Unlimited |
| No. of ATCs (authorized technical contacts) | 1 | 2 | 2 | 5 | 10 |
| P1 Case Response Time (Platform still up, critical bug) | 8 Hours | 4 Hours | 4 Hours | 2 Hours | 1 Hours |
| Consulting Hours Included | - | - | - | 5 Hours/yr. | 10 Hours/yr. |
| Complimentary Voice Prompts (per month) | - | - | - | 3 | 10 |
| Named Account Manager | - | - | - | ✓ | ✓ |
| Quarterly On-site review | - | - | - | - | ✓ |
| Advisory Board Seat | - | - | - | - | ✓ |
| Annual Site Review Package (d) | - | - | - | - | ✓ |
NOTES:
(a) The client will be charged $100 for each additional new Support Case.
(b) The client will be charged $50 for each additional new Support Case.
(c) 8:00 am - 8:00 pm (ET)
(d) Includes: (1) VUI best practice review, (2) Application usage review, (3) CX Builder best practices analysis, (4) Report summarizing application tuning recommendations
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