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Customer Support
Learn more about our customer support services.
Customer Support Services
Our customer support team works closely with our clients to make certain the highest levels of satisfaction are met. Our experienced team relies on best practices to quickly address and resolve issues so that our clients' ROI targets are exceeded. This includes maximizing the performance of the Monitise solution to ensure that the experiences of both our clients and their customers surpass all expectations.
We offer two levels of customer support services for the Monitise solution:
| Standard Support | Extended Support | |
|---|---|---|
| Support & Maintenance | ||
| Support Staffing: Our support representatives will receive, track and respond to issues reported by client. | 24x7 | 24x7 |
| Software Support: Tier 3 support (e.g. application troubleshooting and issues with aggregators, carriers or wireless providers). | Tier 3 | Tier 3 |
| Hardware Support: Service, repair, and/or support for platform hardware issues diagnosed by Monitise. | 24x7 | 24x7 |
| SMS Infrastructure Problem Resolution: Open and monitor support cases with aggregators in order to resolve SMS infrastructure issues. | Yes | Yes |
| Software Patches: Provided to client in the event of a reported software problem. | Yes | Yes |
| Monitoring | ||
| Proactive Server Monitoring & Escalation: 24x7 monitoring of platform hardware and software environment. | No | Yes |
| Proactive Web Client Monitoring & Escalation: 24x7 monitoring and problem resolution for mobile web service. | No | Yes |
| Proactive SMS Monitoring & Escalation: 24x7 monitoring and problem resolution for two-way SMS service. | No | Yes |
| Adoption Services | ||
| Dedicated Adoption Account Manager: Account manager assigned to help increase customer adoption and ensure client satisfaction. | No | Yes |
| On-Site Account Visits: Account manager personally visits client for planning meetings and/or quarterly business reviews. | No | 2 / Year |
| Adoption Plan Review: Monitise works with client to develop annual adoption plans, including action items required to achieve goals. | 2 / Year | 4 / Year |
| Best Practice Webinars: Access to Monitise-hosted webinars on topics related to mobile banking adoption best practices. | Yes | Yes |
| Best Practice Resource Content: Access to our best practice materials (e.g. FAQ's, sample web pages, graphics, etc.). | Yes | Yes |
| Training | ||
| Web Conferencing: Training session for up to 5 people to address Tier 1 issues. Additional session for Tier 2 issues upon request. | Yes | Yes |
| Training Materials: Materials to support Training sessions, with customized or standard screens and displays. | Standard Content | Customized Content |
Customer Support Portal
Visit our Customer Support Portal to log a new case or view the status of an existing case.
Email & Phone Support
Contact our Customer Support team via:
- Phone: (866) 992-5247
- Email: cmsupport@monitise.com
