Support
24/7 Customer Support
Our Support Service plans are geared to
fulfill the needs of small/medium businesses such as
yours. We know how important customer support is to your
business. That's why we're committed to answering your
questions and resolving your issues fast and
effectively. We offer three different options:
> Silver Support
> Gold Support
> Platinum Support
Silver Support
Oryxonline Silver Support provides online case submissions. It provides responses to your issues and cases, based on your local time zone. Silver Support includes:> On-line support through Oryxonline Customer Portal (Ticket System)
> 2-4 hour call-back response
> Hours of support: 9:00 AM to 6:00 PM in your local time zone Saturday through thursday, excluding holidays
Gold Support
Oryxonline Gold Support provides a number of best-in-class services to ensure your company's success with Oryxonline ERM. Gold support is available 24 hours a day, 7 days a week. It includes:> Online support through Oryxonline Customer Portal
> 24x7 telephone support
> Priority call routing
> Coverage on weekends
> Option to examine new releases before they are made available to the public
Platinum Support
Oryxonline's highest level of support provides users with an assigned technical support representative to ensure that Oryxonline ERM is meeting your business needs — 24x7. Platinum Support includes:
> Online support through Oryxonline Customer Portal
> Assigned Technical Support Representative
> Calls answered in 90 seconds
> Priority telephone queue routing
> 24x7 telephone support
> Online support
> 2 hours online case response time
> Coverage on weekends
> Option to examine new releases before they are made available to the public
