Customer Support

Get help the way you want it

nGenera Customer Support is staffed with professionals adept at handling issues across platforms and system environments. We offer support packages to fit the varying needs of our customers.

We use our own nGen Customer Interaction Management (CIM) Suite of collaborative customer support applications, including phone, email, chat and self-service (knowledge base).

In addition to our standard packages, custom maintenance agreements are available.

Standard support

Depending on which software products you purchase, the Standard Support package covers:

• All products:  email support during primary hours of operation
• CIM products:  phone and chat support during primary hours of operation, plus 24x7 email support
• Access to the support Web site
• Access to our knowledge base
• On-premise customers:  access to software upgrades (minor and major) and to generally available enhancements and hot fixes

Enterprise support

For those that require additional support, our Enterprise Support package includes all the benefits of the Standard Support package but also includes phone and chat support on a 24/7 basis.

Premium support

Our Premium Support is an add-on package available to either the Standard or Enterprise Support package that provides support coverage for non-production environments and upgrades.