Key Features of NICE Actimize Support and Managed Services
1. Traditional and Proactive Support Options
- 24x7 Global Coverage: Access immediate assistance from our team of over 1,900 experts worldwide, ensuring prompt resolution of issues to maintain system uptime.
- Proactive Issue Resolution: Implement a four-pronged advanced services approach to detect and address potential problems before they impact operations.
2. Enhanced Maintenance Packages
- Regular Software Upgrades: Keep your systems up-to-date with the latest software releases, enhancing consistency and reliability across your recording estate.
- Defined Service Level Agreements (SLAs): Benefit from clearly outlined SLAs that provide next-level support on demand, tailored to your firm's specific needs.
3. Application Performance Services (APS)
- Continuous System Monitoring: Utilize the advanced Sentinel monitoring solution to oversee system operations across all regional locations, ensuring optimal performance and compliance.
- Comprehensive Reporting: Receive detailed monthly reports highlighting case volumes, severity, resolution times, trending issues, and SLA performance for in-depth operational insights.
4. Dedicated Support Teams
- Operational Support Engineers (OSE): Manage daily operations, including system administration, patch management, transaction retrieval, and compliance investigations, ensuring all regulated users are correctly recorded.
- Dedicated Site Engineers (DSE): Provide escalation support and serve as technical points of contact for complex issues, facilitating rapid diagnosis and resolution to maintain compliance standards.