It’s not just about support, but about your success. We offer much more than a regular 24×7 support.
Around the globe and around the clock
Remote Environment Management and cloud operations
Full suite of in-person and online courses
Complete Customer Support Program
| SUPPORT SERVICES | STARTER | PLUS | ULTIMATE | ADD-ONS |
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| Dalet Support Hub - Ticketing & Knowledge base |
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| Dalet Support Hub Seats | 2 | 5 | Unlimited | |
| Call Centre 24 hours/7 days – Fault Logging Only |
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| Touchpoints (x/year - scales with subscription) |
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| Assigned preferred support point of contact |
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| Technical Account Manager (TAM) | % of subscription | |||
| SLA & Tickets reviews | Included with TAM | |||
| Onsite Support - Field Services |
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| Care Package (Professional services days for technical guidance, workflow reviews, change requests, training, upgrade services...) | x days/year | |||
| Specific Terms & Conditions (min fee) - ex. Resolution Time / Services Credits |
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| SOFTWARE SUPPORT - SUBSCRIPTION | STARTER | PLUS | ULTIMATE | ADD-ONS |
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| Software updates (frequency at Dalet discretion) |
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| Software release (new version excl. new billable features - frequency at Dalet discretion) |
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| Priority technical Ticket/Email/Phone Support |
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| Remote Assistance |
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| Initial Response Time for Sev 1 | 8h - Business Days | 1h - 24x7 | 15mns - 24x7 | |
| 24x7 Emergency technical phone/remote support |
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| HARDWARE SUPPORT | STANDARD | EXTENDED | PREMIUM | ADD-ONS |
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| Term of support | 1 to 5 y | 1 to 5 y | 1 to 5 y | |
| Repair (parts/product & labour) |
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| Return shipping fees included |
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| Maximum repair TAT | 30 days | 30 days | 30 days | |
| Advance exchange of parts – Shipment from central inventory | 5 BD | Next BD | ||
| Onsite spares kit |
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| Third-party products repair management |
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| OPERATING MODE | SUPPORTED | MANAGED SERVICES | PRIVATE SAAS |
|---|---|---|---|
| Hosting | Customer | Customer | Dalet |
| Services for SW Updates (service packs - Flex/Pyramid) - up to x/year | 2 | 2 | 2 |
| Services for SW Upgrades (deployment of a new version) by the Cloud Operations team |
1/y - Starter & Plus 2/y for Ultimate |
1/y - Starter & Plus 2/y for Ultimate |
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| Dalet Control Tower ready for troubleshooting purposes |
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| Environment Monitoring (Computing instances, network usage, CPU, Mem, Disk, app, DB, Java) |
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| 24x7 Alerts Management (incl. Control Tower infra, covering SW stack, Infrastructure, DB Backups, Security events) |
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| Runtime Security Analysis |
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| Infrastructure Administration (Computing, Storage, Network resources) |
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| Service Availability Commitment (defined per plan & for environment under Dalet control) |
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| Cloud Hosting services (incl. Procurement, Cloud vendor support, FinOps) + Cloud Infrastructure² |
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| On premises deployment & maintenance | Option | Option |
| Technical Account Management Services | |
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| Named technical point of contact trained on customer's solution & workflows |
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| Subscription services coordination (Accountable for the fulfillment of the SLA) |
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| Weekly or bi-weekly sync calls / Corrective action plan / Escalation point |
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| Post-project Change requests / features follow-up / Upgrade coordination |
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| Interface with other Dalet specialists (PM, R&D, PS, SA…) & 3rd vendors |
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| Technical guidance / Recommendations for configuration changes |
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| Key users interviews |
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| Release & Roadmap updates / Proactive communication |
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| Usage & consumption reports & trends + SLA performance |
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| Value outcomes follow-up (based on customer information) |
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Our in-house professional customer service teams provide support and cloud management services, in a follow-the-sun support model. We serve our customers 24x7 from 18 countries in more than 12 languages.
Regional Support Center AMERICAS
Regional Support Center EMEA
Regional Support Center APAC
Regional Support Center AMERICAS
Regional Support Center EMEA
Regional Support Center APAC
Our support team is here to help!
Your support hub to access the Dalet knowledge base and manage your tickets.
Submit a Ticket
For emergencies, please call:
ENG (Main): +1 (212) 269-6707 ENG & FR (Backup): +33 (0)1 41 27 67 47