Help Desk Program

Dovetail’s Help Desk Program provides highly skilled, third-party support for Clarify and delivers peace of mind by helping you proactively prevent issues and maximize your technology investment. As a Help Desk customer, you are assigned a dedicated account manager as your primary point of contact and will be supported by a team of engineers. With an average of 15 years of experience working with Clarify products, the Support Team has extensive knowledge and a huge breadth of expertise troubleshooting issues in the system.

What makes Dovetail’s Program Unique? 

  • If you experience problems with Clarify/Amdocs components, such as Rule Manager, Email Clerk or DD Editor, Dovetail has replacement products or plug-ins that can be implemented immediately. These are certified and supported on all the older Clarify versions and most newer OS/DB versions.

 

  • Dovetail has the ability to mimic the majority of components of customers’ environments, including customizations, enough to reproduce problems and fix them or provide workaround.

 

  • In rare instances where a problem only occurs in a customer-specific environment and can’t be reproduced, we will work with you in your environment, either remotely (such as using VPN access), or you have the option to schedule an onsite engagement.

 

  • In addition to assigning you a dedicated account manager, Dovetail offers a Self Service Portal and Knowledge Base for 24-hour access to the Help Desk.

 

  • The cost is typically 50% of standard Amdocs support.

 


How it Works

Our service center is accessible through phone, email, or our Self Service Portal. An assigned account manager will become intimately familiar with your environment and meaningful SLAs provide assurance that your team receives the help they need in a timely and effective manner.

 

Support provides phone and email coverage from 8am to 5pm CT with 24-hour access to all other resources provided through the Help Desk Program. Customized extended-hour programs are also available based on customers’ support requirements.

 

Click here for some examples of Help Desk Support Cases and Dovetail Solutions.


Support Checklist

  • Service Level Agreements ensuring responsive problem resolution from a skilled Clarify engineer
  • Support of your entire system, including configuration, customizations, and integrations
  • Performance tuning support
  • Assigned Support Account Manager for better continuity
  • No Clarify version upgrades required
  • Searchable knowledge base
  • Unlimited cases
  • Annual site review
  • Available 24/7

Preparation and Preventative Care

Dovetail conducts site reviews of our Help Desk customer’s Clarify systems annually to help ensure the most appropriate and expeditious solutions to reported problems. The review updates our record on your current environment configuration, customizations, and any planned changes over the next year. This ensures that when you report a problem, we can immediately focus on the solution for it, rather than waste time becoming familiar with background information. An additional benefit of our reviews is that they often alert our customers to potential problem areas, or conversely, provide ideas for improving efficiency.


A big part of the reason Therma-Wave chose Dovetail was value. We were paying too much money for the quality of the service and support we received with our previous vendor. It took a lot of persistence to find anyone who had the expertise to help with our problems.

Kristina Pereyra, Enterprise Wide Programmer Analyst | Therma-Wave


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Toll Free: 1 (800) 684-2055