The acquisition of Levels Beyond by Signiant brought forth numerous opportunities for growth and improvement, including an enhanced technical support structure. We are excited to announce the consolidation of our support teams we believe will increase efficiency and improve customer experience.
This document highlights important changes to our technical support services we are confident will ultimately benefit you and improve your overall experience with our products and services.
Here are the key details regarding the technical support changes:
Streamlined Support Channels:
To ensure a seamless transition, we are consolidating our support channels. Going forward, please reach out to us using one of the following methods:
- Live Telephone Coverage: we are delighted to announce the introduction of a new phone channel for technical support. Effective immediately, you will be able to reach our dedicated support team via our toll-free number: 1-855-267-9218 (option 4). This channel will provide you with direct access to support representatives who can assist you with any technical issues or questions you may have regarding the Signiant product line. We encourage you to contact us via phone for urgent matters or complex technical issues.
- 24x7 On-Call support for Critical issues. An on-call support engineer is available 24x7 for emergency telephone support for customers with Severity 1 issues and a valid maintenance contract. Please note that Emails and the Online Support Portal are not monitored outside of standard Signiant support hours, and a telephone call is required.
- IMPORTANT: You will need your customer ID when calling after hours or on weekends. Please contact your customer success manager if you do not know your ID.
- Effective Immediately, Slack will no longer be a supported channel for reporting technical support issues. While we understand that many of you have utilized Slack to reach out to our support team, we have made the decision to focus on alternative channels that can provide you with better assistance.
- Slack can still be used for low priority communications, but all support requests must be tracked, handled and documented through a support ticket.
- For a full list of our toll-free numbers and email address, please find the details here: https://support.signiant.com/hc/en-us/articles/360020531833
Enhanced Service Level Agreement (SLA):
To ensure your satisfaction and prompt responsiveness to your technical concerns, we are improving our Service Level Agreement (SLA) for critical issues. This SLA will outline the response and resolution times you can expect when contacting our support team. Our goal is to provide you with timely and efficient support, reducing any potential downtime and maximizing your productivity.
Our SLA can be found here: https://support.signiant.com/hc/en-us/articles/360020531073
Expanded Support Team:
With the acquisition, we have gained access to a larger pool of technical experts who will be available to assist you with any Signiant product-related inquiries or issues. This expanded team will enable us to provide more efficient and timely support.
We understand that change can sometimes be unsettling, but we are confident that these modifications will result in a more robust and efficient technical support experience for you. Our entire team is committed to making this transition as seamless as possible and ensuring your continued satisfaction with our products and services.
If you have any questions or concerns regarding these changes, please don't hesitate to contact us and we will be more than happy to provide further clarification and assistance.
Thank you for your ongoing support and understanding during this transition period. We value your business and look forward to serving you with even greater dedication in the future.