Introduction
Enjoy first class Morello CMS Product Support
Following your implementation, you may still have queries and questions, so
it should be comforting to know that our Support team will be on hand to
help you. As a key part of our Professional Services team, our Support
Division has access to all the information and expertise you are likely to
need.
Support Levels
The Support team offers 3 levels of support, from standard local hours
support through to full 24/7 support 365 days a year. You simply
choose which level is most suitable for your requirements. All levels
include unlimited calls. Support can also be provided via email or
through our Extranet.
You can choose from:
- Standard
- Premium
- Premium Plus
A detailed description of each of the service levels is provided in the PDF at the bottom of this page.
How We Work
As you would expect, we use a sophisticated database-driven call management
system, so each call is logged and you can track its progress from start to
resolution. We also use a system of severity grading to ensure that
the most urgent calls are prioritized. These guidelines use a
combination of the issue raised date as well as the severity and customer
priority of the issue.
For assistance with the Extranet, or for any other Support enquiries,
please email
cmesupport@alterian.com
or phone us on +44 (0)1635 262000.
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