Cerillion offers a comprehensive set of support and maintenance services to ensure our customers enjoy smooth and successful business operations.
We have over 25 years’ experience of supporting enterprise software for customers all around the world and this is reflected in the quality and depth of the support services we provide. Our support staff are based in three different locations and time zones around the world, enabling us to offer 24 x 7 support of the highest level. What's more, support requests can be logged via email, phone or online channels at any time.
Cerillion support and maintenance services are based on standard offerings which can be tailored to the specific needs of customers on a case-by-case basis. These offerings normally cover second & third line support for Cerillion products, as well as Help Desk facilities for third party products.
Customers can gain advice and guidance on the day-to-day use of the different Cerillion offerings through direct access to BSS/OSS software support specialists. They provide expertise on product configuration, defect correction and new software releases.
For customers whose business needs require specific service levels or additional support services, Cerillion can agree individual Service Level Agreements with options including:
BSS/OSS support and maintenance services provide communications service providers with ongoing technical assistance after their software has gone live. They help resolve system issues, maintain reliable operations and give customers access to specialist product expertise when needed.
Services can include troubleshooting, defect correction and guidance on product configuration.
Cerillion’s standard offering normally includes second and third-line support for Cerillion products, giving customers direct access to specialists with in-depth knowledge of the software.
Support covers areas such as product configuration, troubleshooting and defect correction. Help Desk facilities for third-party products can also be included where required, with the precise scope defined in the customer’s support agreement.
Yes. Cerillion has support teams based across three locations and time zones, enabling it to provide 24/7 support to customers worldwide.
Support requests can be logged at any time by email, phone or online. Response and resolution arrangements are governed by the Service Level Agreement agreed with each customer.
Yes. Cerillion’s Support & Maintenance services are based on standard offerings that can be tailored to meet specific customer requirements.
Options can include enhanced response times, emergency or regular onsite support, and additional assistance during “Special Periods” of particular importance to the customer. These requirements are documented within an agreed Service Level Agreement.
Support & Maintenance gives customers specialist assistance with their Cerillion software while they retain responsibility for operating their BSS/OSS platform.
With the Cerillion Managed Service, Cerillion takes responsibility for agreed day-to-day operational activities, such as billing and IT operations, under a defined Service Level Agreement. The appropriate model therefore depends on whether the CSP requires expert product support or a broader operational service.
