Support Plan Options – Qubicles

December 13, 2016

In an effort to provide more tailored and customized support for each of our valued clients, we have created comprehensive support plan options from which to choose effective January 1, 2017. Plan options were created to accommodate the needs of each client during initial campaign startup and throughout your relationship with Fenero, as well as help you find quickand efficient resolution to technical problems to ensure your business goals are achieved.

The Fenero Support team is comprised of experienced technical support engineers who will take the time to understand your company’s needs and work with you to deliver optimal solutions.

Support Plan Highlights:

Support plan options tailored to meet your exact support requirements and budget
Ability to choose your preferred support communication channel
Fast response time to issues and questions via multiple channels to reach our experts
Reduce time for deployment with the assistance of our team
Quick access to the latest software and documentation updates

Support Plan Options

	Free	Bronze	Silver	Gold	Platinum
Price per Month	$0	$99	$249	$999	$2,499
Access to Self-Service Support Portal
Email Support
Chat Support 9am-6pm EST
Phone Support Hours/Daily Cap (Normal Business Hours 9am-6pm EST)			1	2	4
Phone Support Hours/Monthly Cap (Normal Business Hours 9am-6pm EST)			2	4	8
Professional Services Hours Included (Moves/Adds/Changes, Training, Integrations)			1	2	4
Response Time Targets		8 hours	4 hours	2 hours	1 hour

All support plan options can be selected via our Management Portal under our Billing application. Phone support hours do not roll over from month to month. Once a plan has been selected, only the plan communication channels provided may be utilized. For any current customer utilizing our existing Premium Support Plan, your account will automatically convert to the Silver Support Plan option.

After January 1, 2017 if you are electing to utilize our Free Support Plan, access to our comprehensive, self-service support website and knowledgebase will be your only method of support. We are also changing our Live Chat communication channel from Skype to Zendesk. The Fenero Skype account will no longer be monitored after January 1, 2017. You may accessFenero Chat Support via our Support Site at support.fenero.com. Additionally, phone support will continue for those customers who have paid for Silver, Gold or Platinum plans only. Those plan participants may access phone support at (858) 6-FENERO and select option 2. You will need to have your new customer account number to access paid phone support effective January 1, 2017.

Things to Remember:

You can upgrade your support plan at anytime
Charges will be applied monthly
No long-term obligation or contract required

Thank you for using Fenero for your cloud-based contact center needs! We truly appreciate your business and look forward to supporting each and every client in the years to come!

Sincerely,
The Fenero Customer Success Team

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