Overview

  Consulting

  Methodology

  Education

  Support




 |   |   
Services: SUPPORT

Chordiant Product Support is provides support services for Chordiant's complete product portfolio. 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 London, 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 pro-active 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.

Chordiant offers a range of different support services. Service levels are flexible to meet the needs of our Global 1000 customers. There is a well defined and proven support process and customers are presented with service level commitments so that they can be sure of the service offering they require and expectations are set accordingly.

Chordiant has regional support centers in Cupertino, California and London, UK - ensuring global, "follow-the-sun" availability. Support is offered via a variety of easy-to-use, flexible channels including the web, email, telephone, as well as remote dial-in access.

[ Return to top]

Support Services

Support services are available for the entire portfolio of Chordiant products. Chordiant 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.

[ Return to top]

Contact Support

Chordiant Product Support Web Site

The 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

Website access - Worldwide
Address: Through the main Chordiant Website or direct to:
https://support.chordiant.com
Hours: 24-hours per day, 7 days per week
Americas Technical Support Center
Location: Cupertino, California, USA
Email: support@chordiant.com
Telephone: 1 877 866 7243 (toll free within US) or +1 408 517 6200
Hours: Monday to Friday*, 8.30 to 17.30 local Pacific time
Europe, Middle-East and Africa (EMEA) Technical Support Center
Location: London, UK
Email: support@chordiant.com
Telephone: +44(0) 20 8987 3900
Hours: Monday to Friday*, 8.30 to 17.30 local UK time
Priority 1 issues only - outside regular regional support office hours
(Standard Enterprise and Premier support customers only)
Telephone: +1 408 517 6200

(* Excluding major public holidays)

© 2000-2008, Chordiant Software, Inc. All rights reserved. Legal/Disclaimer | Privacy Policy | Site Map |

Solutions | Retail Banking | Card Services | Lending | Insurance | Telecommunications | News & Events | About Chordiant