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SERVICES > Support
Chordiant Product Support provides support services for Chordiant's complete product portfolio, protecting your critical investment.Our support value proposition provides service levels that are flexible to meet the specific needs of our customers, from those with 24 x 7 support demands through to those with lesser requirements. Our Support Centers are co-located with the Engineering functions in Cupertino, California and Chiswick, UK, providing global 24 x 7 support capability. Our internal systems and processes provide for case hand-off between regions and departments to ensure that resolution is attained in the shortest possible time, regardless of when or where they occur. Our support services are designed to serve enterprise-wide customers and their mission-critical expectations. Our service is founded on proactive engagement, delivered by support domain experts and experienced engineers. We are able to provide continuous cover, working to problem resolution by sharing cases globally across our centers. Support is offered via a variety of easy-to-use, flexible channels including the web, email, telephone, as well as remote dial-in access.Support ServicesChordiant is committed to getting the right people involved to solve your problem as quickly as possible. This can range from one of our support experts, a Chordiant Engineering specialist, an integration or technology partner, or your Chordiant executive sponsor. Chordiant's personalized approach to service delivers smart, fast solutions. Our problem-escalation procedures make sure the right resources are devoted to resolving your issues in a timely manner. Chordiant offers its customers a choice of different support services based on their implementation and requirements. Our typical support packages include the following options: Standard departmental support Regular product code releases and maintenance updates Plus live Product Support engagement Monday -Friday, during local regional support center hours, typically 8:30 am to 5:30 pm Standard enterprise support Regular product code releases and maintenance updates Plus live Product Support engagement Monday -Friday, during local regional support center hours, typically 8:30 am to 5:30 pm Plus 24 x 5 live Product Support engagement for urgent Priority 1 issues Premier support Regular product code releases and maintenance updates Plus live Product Support engagement Monday-Friday, during local regional support center hours, typically 8:30 am to 5:30 pm Plus 24 x 7 live Product Support engagement for urgent Priority 1 issues.Contact SupportThe Chordiant Product Support Web Site provides supported customers with 24 hour by 7 day, secure access allowing them to check the status of their open issues, log a new support call, or search the extensive on-line knowledgebase containing product-related frequently asked questions (FAQs), technical and other documentation. Contact your local regional support center to obtain ID and password access to the Chordiant Product Support Web Site. Contact Chordiant Product Support
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