Alvaria Customer Care Update

Jan 25, 2022, 21:15 PM by Ed Skowronski and Randy Johns

2022 is off to an exciting start in Alvaria Customer Care (ACC)! Our global support team of over 300 engineers and leaders is committed to world-class technical support for you. We are already checking off New Year’s resolutions in just a few short weeks:

Drinking our own Champagne

Alvaria CX Suite is the product of choice to provide support to you for your critical issues. We have retired the multiple legacy platforms into one integrated system designed to get you to the right person quickly. 

Enhanced Online Experience

All Alvaria customers can access our secure online customer centre to open cases for your non-critical needs. We are constantly enhancing the online experience to ensure your questions land in the right spot for quick resolution. While online you can view and provide updates or ask questions on any of your tickets, as well as access our knowledge base rich with frequently asked questions. Our newest online feature allows you to request escalation of an open issue right from the case!

Also new for 2022, Alvaria is investing in a world-class online community platform providing more opportunities to collaborate, share knowledge and access to more documentation to help you extract more value from your investments. Be on the lookout for more news later this quarter!

Focused Attention on Critical Issues

All critical issues will now be handled solely through live phone support. This is change from past practices and an essential step to ensuring we provide you immediate attention with a designated team of advanced support resources in the most critical of situations.

Advanced Technical Support Team

Our new global advanced support team is growing both in capacity and skills to better serve the needs of our customers across the globe. This is our go to team for the highest priority issues from all customers.

Technical Account Managers

We are continuing to expand our Technical Account Managers teams across the globe thanks to the growth in our coming-soon Premier Support service. As a reminder, Enterprise and Premier support subscribers receive an assigned Technical Account Manager who serves as your primary contact in ACC with their subscription. This ensures our most complex and global customers have a point person to provide oversight when there can be multiple resources engaged.

 Coming Soon

In addition to our online experience improvements, we are investing in additional security enhancements and controls to ensure our policies, practices and systems are current and state of the art.