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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