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If the customer does not return requests for the Deployment Completion Form for any reason, then the date calculated as 21 days from the Go-Live date is taken as the acceptance of the project completion. In this case CCX Care will deem the project has been completed and will notify the customer of this action.
Once Deployment Completion has been reached then all support tickets will become Billable from this point, excluding IRS issues if the customer has purchased IRS support.
After Sales Services
CCX Care provides the following services for supporting your system:
Software Care Service
Customers on our Software Care Service receive all version releases of our software. By keeping your CCX Care software up-to-date, you benefit from a host of powerful new features, performance improvements and bug fixes to optimise your technology and keep your business at the cutting edge of customer experience technology. With CCX Care Software Care you can access the latest software releases for your CCX Care software at no extra cost, allowing you unlock the full potential of your investment. Please ensure you are subscribed to our CCX Care Insider updates to be fully informed of high level news and information about our version release communicated directly from our engineering team.
For further details check our CCX Care Professional Services Overview
Issue Resolution Service
CCX Care’s Issue Resolution Service (IRS) is a cost-effective, comprehensive maintenance solution to maximise the value of your investment. Maintain business availability and responsiveness with unlimited CCX Care support-time for all issues related to bugs in the CCX Care Software Suite. Our highly skilled support team will diagnose the problem, then design and implement a resolution, including full software upgrades where required. IRS really does offer you complete peace of mind, helping to maintain a stable, secure and available infrastructure. Please note IRS includes Software Care.
For further details check our CCX Care Professional Services Overview
Moves, Adds, Changes, Training
For all your modify, adds and changes (MAC) needs CCX Care Service Vouchers allow you to access training and technical support for any non-software bug related issues such as:
Hardware, network, operating system or carrier related issues.
Planning upgrades or new deployments
Increasing productivity with technical and end-user training
Software configuration changes
Help with software upgrades
As and when you use Service Vouchers, an automatic statement is sent out for that month which includes details of the support work undertaken and your voucher balance, allowing you to easily track and plan your future support requirements.
For further details check our CCX Care Professional Services Overview
After Hours Support
Our 24/7 After Hours Assurance Service is an optional, annual subscription allowing you to register service requests through our Issue Resolution Service 24 hours a day, seven days a week. The service is provided by telephone and remote connection.
For further details check our CCX Care Professional Services Overview
How to Access Support
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