Chordiant Product Support
Protect your critical investment with complete support services
Chordiant Product Support services are designed to serve enterprise-wide customers and their mission-critical expectations. Our service is founded on proactive engagement, delivered by support domain experts and experienced engineers. We are able to provide continuous coverage, working to problem resolution by managing cases globally across our centers. We offer flexible service levels to meet specific support needs, from those with 24 x 7 enterprise support requirements to those with lesser needs.
Chordiant's five Global Support Centers are co-located with the Sustaining Engineering function in all locations and with the Development Engineering function in three major locations. The Centers provide global 24 x 7 'Follow the Sun' support. Our internal systems and processes manage case hand-off between regions and departments to reach resolution in the shortest possible time regardless of when or where problems occur. Support is available using a variety of channels including the web, email, telephone, as well as remote dial-in access.
Chordiant is committed to getting the right people involved to solve your problem as quickly as possible. This can range from one of our support experts, a Chordiant Engineering specialist, an integration or technology partner, or your Chordiant executive sponsor. Our personalized approach and problem-escalation procedures help ensure the right resources are devoted to resolving your issues in a timely manner.
Chordiant Product Support Services
Chordiant offers a choice of support services to meet your requirements. Typical support packages include the following options:
- Standard departmental support – Regular product code releases and maintenance updates with live Product Support engagement Monday-Friday, during local regional support center hours, typically 8:30 am to 5:30 pm.
- Standard enterprise support – Regular product code releases and maintenance updates with live Product Support engagement Monday-Friday, during local regional support center hours, typically 8:30 am to 5:30 pm. For urgent Priority 1 issues, 24 x 5 live Product Support engagement is available.
- Premier support – Regular product code releases and maintenance updates with live Product Support engagement Monday-Friday, during local regional support center hours, typically 8:30 am to 5:30 pm. For Priority 1 and Priority 2 issues, 24 x 7 live Product Support engagement is available.
Contacting Chordiant Product Support
The Chordiant Product Support website provides supported customers with 24x7 secure access to check the status of open issues, update existing issues or open a new case. The website provides access to the Support Resource Center, which is a valuable source of additional product information and collateral, including information on patches, frequently asked questions (FAQs), technical and other documentation.
Contact your local regional support center to obtain ID and password access to the Chordiant Product Support website.
| Website access – Worldwide |
Through the main Chordiant Website or direct to:
https://support.chordiant.com |
| 24-hours per day, 7 days per week |
| Americas Technical Support Center |
| Cupertino, California, USA |
| support@chordiant.com |
| 1 877 866 7243 (toll free within US) or +1 408 517 6200 |
| Monday to Friday*, 8.30 to 17.30 local Pacific time |
| Europe, Middle-East and Africa (EMEA) Technical Support Center |
| London, UK |
| support@chordiant.com |
| +44(0) 20 8987 3900 |
| Monday to Friday*, 8.30 to 17.30 local UK time |
| Priority 1 issues only —outside regular regional support office hours
(Standard Enterprise and Premier support customers only) |
North America +1 408 517 6200
EMEA +44(0) 20 8987 3900 |
(* Excluding major public holidays)
