Support

Expert Support for Any Organisational Size

 

Depending on the size of the organisation, businesses increasingly rely on technology systems in all areas of their operations and decision-making processes. RedCloud and our partner network recognise that it is crucial to ensure the correct running and maintenance of your mobile finance systems and provide varying levels of support for you to chose from based on your individual requirements:

Standard Support

There are product and training tools, and business-hour support with call-back response service to get you started. We will work with you to develop your staff and support programme to your needs. This programme helps you develop RedCloud expertise using the method that’s best for your employees and your business.

  • On-line support through RedCloud Customer Access Portal
  • Online case responses prioritised by severity
  • Early notification of new releases
  • Hours of support: 8:00 AM to 6:00 PM in your local time zone Monday through Friday, excluding holidays

Premium Support

Red Cloud’s Premium Support provides a number of best-in-class services and benefits designed to ensure your company’s success. For high severity issues, Premium Support includes:

  • Online case responses are prioritised by severity
  • 24 hours a day, 7 days a week
  • Early notification of new releases

Enterprise Support

RedCloud’s highest level of customer support is provided through the Enterprise offering. It provides our users with both a dedicated technical support representative and a dedicated programme manager. This team will provide the continuity you need to ensure that your RedCloud solution is meeting your business needs — 24×7.  Enterprise Support includes:

  • Dedicated Technical Support Team
  • Dedicated Enterprise Support Manager
  • Priority telephone queue routing
  • 24 hours a day, 7 days a week
  • Online case responses prioritised by severity
  • Additional assistance with pre-release planning and release preview testing for up to 10 key processes

 

Contact our team today to  discuss your requirements so that we can find the best way forward to compliment your support teams.