Avoka Customer Care

The Avoka Transact™ Platform plays a critical role in your ability to deliver a great customer experience – and a key factor in its performance is support.

 

Avoka Customer Care ensures system updates, and provides access to the latest product innovations, enabling you to realize the continued benefits of your solution.


Customer Care Offerings

Basic Care

Our Basic Care Offering Includes:

  • Knowledge Base Portal 24×7
  • Online Learning System 24×7
  • Support Portal 24×7
  • Business Hours Access*
  • Hosted Server Proactive Error Monitoring & Advisory Logging
  • Point of Escalation
  • Upgrade Guidance
  • Assigned Success Coach

Extended Care

Our Extended Care Offering Includes Basic Care Services and:

  • 24×7 Hotline Access for Severity 1 Tickets
  • Ask-an-Expert Each Month
  • Monthly Alignment Meeting & Reporting
  • Quarterly Transaction Analysis & CX Guidance
  • Annual Upgrade Planning & Management

Premium Care

Our Premium Care Offering Includes Basic & Extended Care Services and:

  • Assigned Success Architect
  • Best Practice Sessions
  • Assistance & Guidance on New Initiatives
  • Bi-Monthly Transaction Analysis & CX Guidance
  • Ongoing Success Plan Goal Review & Alignment
  • Case Reviews and Additional Training Recommendations

*Business Hours are 9am-5pm M-F; MST (MT), AEST (AET), GMT (BST)

Basic Care

With Basic Care, you gain access to the Knowledge Base, Online Learning System, and Support Portal. You are provided with access to our Support Engineers through the portal and also assigned a Success Coach.

Support Engineers

Support Engineers provide ticket monitoring during business hours, proactively monitor errors, and log required actions to resolve operational issues.

Success Coach

Your Success Coach gives proactive guidance on product updates and End of Life impacts on your implementation. Your coach also serves as the point of escalation for support tickets.

Extended Care

Extended Care includes all the features of Basic Care along with additional services from our Customer Experience (CX) team, Support Engineers, and your Success Coach. You also gain access to a 24 x 7 hotline for Severity 1 tickets.

CX Support

Our CX team will conduct a quarterly transaction analysis and deliver CX guidance on an application of your choice.

Support Engineers

For those on a hosted platform, Support Engineers assist with correction of logged operational tickets. You can also take advantage of the opportunity to ask an expert for direction on a chosen topic.

Success Coach

On a monthly basis, your Success Coach runs alignment meetings to ensure you are on track to your business objectives and discuss any technical challenges. Annually, your Success Coach provides upgrade planning and management. Those on hosted server environments also receive a monthly server monitor report.

Premium Care

Premium Care includes all the benefits of Extended Care along with an assigned Customer Success Architect and more frequent services from your Success Coach.

Success Architect

Your Success Architect reviews the implementation and architecture to thoroughly understand your solution and better serve you. In addition, your Success Architect conducts best practice sessions, guides, and assists on new initiatives, and provides ongoing mentoring to your team on your solution.

Success Coach

With Premium Care, alignment meetings occur weekly, rather than monthly. Based on case reviews, your Success Coach identifies any additional training on particular topics that would improve your success with the platform. You also receive proactive problem diagnosis and customized wellness plans.

CX Support

Bi-monthly, you receive CX guidance and transaction analysis on a chosen application.

Get In Touch

Contact Avoka’s Customer Center for pricing information.

For a summary of your balance, please visit the Avoka Support Portal.

Additional Resources