OrecX offers flexible support programs to meet the varied needs of all our customers.
Standard Support is automatically included with your Oreka TR annual subscription. This package is sufficient for getting Oreka TR up and running and it includes the following:
two business day maximum response time
unlimited cases
on-line help Forum
Extended Support offers improved service levels for additional fees. These support packages are geared for companies who require prompt access to our in-house expertise and it includes the following:
four business hour maximum response time
unlimited cases
e-mail chat support
on-line Pro Help forum
live phone support during business hours (Based on 5 hour blocks)
Standard Support Definitions
Customer Forums - An on-line forum is monitored by OrecX experts and other OrecX customers to facilitate idea exchange and best practice sharing.
Email Support - Inbound emails are queued, measured in severity, assigned a case, and tracked through completion. The email response offers an effective channel to communicate directly with the OrecX experts.
Prioritized Response Time - Response time is prioritized based on the issue severity. OrecX experts will assist on a timely basis based on the urgency.
Case Assignment - Each incident is independently tracked and is issued a case number which enables OrecX to build an online self-service knowledge base.
Live Phone Support - For Extended Support customers, administrators can call the OrecX experts from 9am to 6pm, Monday through Friday excluding holidays.
Implementation Services
The OrecX Implementation Services team is a highly technical group with industry-leading expertise and can deliver a variety of customizable support options like new customer start-up plans, ongoing maintenance, and application customization.
Support Options
OrecX Workshop -The workshop helps define the business environment and recording requirements. A demonstration of the product concentrating on basic administration and user functions will be provided, as well as, an overview of implementation planning.
Project Workshop - A one-day service package is designed to help build an implementation plan for specific business requirements.
Implementation Workshop - This service package is designed to configure OrecX to integrate into the companies operating environment and speed deployment.
Process Workshop - This service is designed to review ‘best practices' for total, selective and quality recording applications.
Customization Services - This service is designed for existing OrecX installations which need customizations analyzed, built and tested. Minimum service package is 7 days.
Administration Services - OrecX system administration services are remotely managed and delivered for customers.
Professional Services
Professional Services organization provides custom services that span the full life-cycle of call recording implementations.
Value added service capabilities include: strategy development; TCO/ROI analysis; custom administrator and user training; custom administrator and user support; system audits; and design reviews.
Orecx-The Open Source Voice Recorder for call centers, enterprises, and financial institutions.
