Allant Group
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technical support

Superior Tier 1, 2, 3 Level Technical Support
Allant Group can provide Tier 1, Tier 2 and Tier 3 technical support on the applications, technical environment, and user processes for all of our marketing solutions. It is common that our support contract will be defined with standard SLA guarantees for response times associated with Severity 1 – 4 cases. Our SLA’s are normally consistent with the software vendors response times to ensure that we perform consistently within the wider customer, integrator, software provider ecosystem. Allant Group can provide different pricing based on client need for support including flat monthly fee, package of hours, or straight hourly rates.
 
When we are under a support contract, our case management system is used to manage the communications when a case is submitted. The case management system provides tracking and knowledge management of the situations and responses provided over time. If it is after hours, it can send out SMS messages to our support staff for cases submitted with critical status assigned. The system can provide reports to our support customers via the case management portal. These reports can include case detail, issues, and resolution. Most reports are summarized and filtered: for example cases by severity, cases by status, cases by requester, cases by assigned support person, cases by day, or cases for last month.
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HOW WE DO IT
THE CUSTOMER JOURNEY
Acquisition
Growth
Retention
​Winback
THE BUILDING BLOCKS
Data Strategy
Analytic Insights
Campaign Management
​Marketing Technology
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KNOWLEDGE CENTER
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Case Studies
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Infographics
ABOUT ALLANT
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​©2019 Allant Group, LLC. All Rights Reserved.
  • Customer Journey
    • Acquisition
    • Growth
    • Retention
    • Winback
  • Building Blocks
    • Data | Data Strategy
    • Analytic Insights
    • Campaign Management
    • Marketing Technology
  • How We Do It
    • Private Marketing Cloud
    • On-Premise Implementation
    • Software Reselling
    • Systems Integration
    • Data Warehouse Development
    • Technical Support
    • Upgrades
  • About Allant
    • Leadership
    • Speakers
    • Partners
    • Careers
    • Culture
    • Benefits
    • Corporate Citizenship
  • Knowledge Center
    • Blog
    • Case Studies
    • News
    • Infographics
    • Videos
    • Events
  • Contact