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Basic support
Gold support
Service Level Agreement
Contact info and Support
business hours
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Cellpoint Mobile understands that your production environment is unique, and that we are a critical partner in keeping your applications productive and available — not just during business hours but at all times. That is why the Gold Support is available beyond normal business hours—up to 24/7/365, and the major reason Cellpoint Mobile offers unlimited number of support call requests via telephone, Web, or e-mail.
Cellpoint Mobile offers two levels of support:
Basic Support
Cellpoint Mobile Basic Support provides a cost-effective set of Support Programs during early rollout of applications through the mobile channel. The program offers enterprise technical support to ensure access to the right support professionals and services based on your infrastructure criticality and project life cycle. Key features include 9-to-5 access to Cellpoint Mobile support professionals, access to Cellpoint Mobile documentation, upgrades, maintenance packs and patches.
- Unlimited number of support requests (web or e-mail) within the specified hours of operation
- Unlimited number of customer technical contacts
- Product upgrades to the latest minor and major releases
- Maintenance packs/patches
- Security advisories and critical problem alerts
- 24/7 online access to Cellpoint Mobile product documentation
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Gold Support
Cellpoint Mobile also offers advanced High Availability Support Service programs for leading-edge customers requiring business continuity with their customers. Cellpoint Mobile’s Gold support prevents costly downtime caused by process and technical errors. The Gold support is designed to minimise system restoration time, provide 24/7 Direct Connect telephone support, and on-site proactive services to help meet the organization's needs. In addition, Gold Support offers optional on-site reactive support, in-person response guarantee as well as critical problem alerts, access to updates and upgrades and maintenance only packs.
Cellpoint Mobile Gold Support helps resolve all of your time-sensitive production issues even if they occur beyond normal business hours. Cellpoint Mobile’s support engineers (SE) are available to handle requests for problem resolution, technical troubleshooting, status reporting, and documentation clarification including:
- Unlimited number of support call requests (telephone, web, or e-mail)
- 24x7 call-back support service
- Unlimited number of customer technical contacts
- Remote diagnosis
- Product upgrades to the latest minor and major releases
- Maintenance packs/patches
- Security advisories and critical problem alerts
- Third-party certifications
- 24/7 online access to Cellpoint Mobile product documentation
Your Cellpoint Mobile support engineers have access to a comprehensive collection of Cellpoint Mobile product information and diagnostic processes to ensure efficient case resolution. All reported incidents use a defined set of severity levels and are prioritized according to the impact on your business.
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Service Level Agreement
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Basic
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Gold
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Hours of coverage
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Standard Business Hours
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24/7
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Support Channel
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Web, E-Mail or phone
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Web, E-Mail or phone
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Number of cases
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Unlimited
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Unlimited
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Initial and Ongoing response times
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Severity 1
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6 hours
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2 hours
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Severity 2
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1 business day
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4 business hours
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Severity 3
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2 business days
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1 business day
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Severity 4
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2 business days
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2 business days
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Severity 1 (High) = System down situation. The production server/system is completely down and is not operational, or the operation of a mission critical application is severely impacted by the problem and work cannot reasonably continue. No procedural work around exists.
Severity 2 (Medium) = Limited functionality. There is limited use of the production server, application, or system. Some features work, but others do not. The production server or application is subject to periodic interruptions in service and is considered unstable after service has been restored.
Severity 3 (Low) = An error that does not cause a significant portion or feature of the software to be inoperative and yet is not an irritant only. This is the most common type of service request.
Severity 4 (Very Low) = A general question about a product, installation assistance or inquiry about a process, compatibility information or mobile operator capability.
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Contact Info and Support business hours
Listed below are the regional telephone numbers and standard business hours for Cellpoint Mobile Technical Support offerings.
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Region
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Standard Business Hours
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Languages Offered
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Contact Info
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Americas
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United States and Canada
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9am to 5pm EST
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English
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1-877-456-7466
support@cellpointmobile.com
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Europe, Middle East and Africa
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Western Europe and Africa
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9am to 5pm CEST (GMT+1)
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English
Danish
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support@cellpointmobile.com
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