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Customer Support

We understand the power of conversation

With over 1,600 Temenos installations of all types worldwide, our Customer Support packages offer tailored solutions, to give you the flexibility to choose the level of support you need.

Your success is our success

Once we have helped you implement your Temenos software solution, our next job is to help you extract maximum value and performance from your investment.

Our support programme enables you to mitigate risk by ensuring operational stability. It optimises the performance of your IT solution, and allows you to benefit from lower total cost of ownership and maximise investment returns.

We offer Customer Support for our entire product range, enabling you to log, query, discuss and resolve any operational issue that you may experience during the use of the software solution – safe in the knowledge that you have access to the excellent support system offered by Temenos.

Our Customer Support packages offer tailored solutions, to give you the flexibility to choose the level of support you need. We offer both Standard and Premium Support:

 


Standard Support

Our standard support offerings provide you with:

  • 24/7 Access to our critical call centre
  • Access to the Customer Support Portal, to
    • Log and resolve incidents
    • Download Software Updates
    • Access knowledge base, case studies
  • Access to support managers

Premium Support

Customers experiencing tight project timelines, increasing volumes and T24 skills gaps, among other challenges, may need additional support. This is why Temenos also offers three enhanced offerings providing increasing levels of support: Silver, Gold and Platinum. These premium support packages offer all the benefits and features of our standard support package, along with:

Onsite support

  • Dedicated offsite support
  • Dedicated support managers
  • Tighter service level agreements, delivering faster responses to meet your business demands
  • Seamless access to Expert Services and Training
  • Defect management
  • System optimisation

Our Premium Support offerings result in smooth-running systems with maximised productivity. That’s why our support options typically:

  • Deliver up to 80% reduction in outstanding issues
  • Reduce your close-of-business times by 50%
  • Establish 99.9% channel transaction efficiency.

For more details download our factsheet on Premium Support Service Offerings.

Premium Support Services

Supporting customers in achieving maximum results