Our Core Mission

Support Services

At Nok Nok, our customers are the core of our mission. Your success drives us, and we are committed to helping you achieve it. That is why we provide diverse ways to engage, collaborate, and support you at every step.

Our Nok Nok Customer Support team is dedicated to ensuring your deployment runs smoothly and you reach your goals efficiently and effectively.

Support Portal

Five Star Support

How We Support Customers

Our world-class support team is dedicated to fulfilling every customer expectation with quality, accuracy, and speed. We offer a robust, self-service Support Portal where you can access the latest and greatest technical content, stay current on new release features, and engage with Nok Nok experts.

Authentication is the front door to customer services and our Premium and Elite Support plans are designed to provide the highest support levels to ensure maximum availability of your solution. Elite Support includes a designated support team that understands your business, aligns Nok Nok’s capabilities with your business initiatives, and helps you achieve the outcomes that matter most. We help you get the maximum out of the products you own, provide insight into Nok Nok’s product roadmap, and proactively identify ways we can deliver additional business value.

With Elite Support, you’ll also have access to a dedicated customer success resource that serves as a management-level liaison and point of contact to coordinate across your organization and various Nok Nok teams to maximize the value of your solutions. This resource conducts quarterly account reviews to track progress against your business goals, ensures capabilities are being leveraged effectively, reviews product roadmaps, shares market trends, and gathers your input for future enhancements.

Additionally, we offer separate Training and Professional Service packages to support seamless integration and successful deployment of Nok Nok solutions, ensuring you unlock their full potential.

Customer Success

Support Plans

Nok Nok offers four distinct Customer Support Plans, tailored to meet your needs. The table below highlights the key elements of each plan:

	Self-Serve	Basic	Premium	Elite
Applicability	Free Trials	For paid offerings	Option for all paid offerings	Option for all paid offerings with $200k+ annual license fee
Pricing	N/A	Included in offering	+10% of annual license fee	+25% of annual license fee, minimum $50k per year
Channels	Email	Email & Web Portal	Email & Web Portal & Phone	Email & Web Portal & Phone
Availability	Business hours	Business hours	24x7 for critical issues	24x7 for critical issues
Service Level	Reasonable commercial effort	Reasonable commercial effort	Defined premium support response time by severity level (SL). SL1 response time: 2 hrs	Defined elite support response time by severity level (SL). SL1 response time: 30 mins
Account Reviews	No periodic account reviews	No periodic account reviews	Periodic account reviews up to 2x per year.	Periodic account reviews up to 4x per year. Annual roadmap and whitespace analysis meetings.
Additional Benefits	Knowledge Base, product documentation, and educational videos	Knowledge Base, product documentation, and educational videos	Knowledge Base, product documentation, and educational videos 1 day of online configuration training for up to 10 people.	Knowledge Base, product manuals, and educational videos 1 day of online configuration training for up to 10 people.
Designated Team	-	-	-	Designated support team that helps to achieve your desired outcomes. A customer success resource is assigned.

Download Customer Support and Customer Success Datasheet

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“Transactions using mobile devices are rapidly spreading and it is essential to support both usability and security. By combining Hitachi’s abundant system development capabilities and know-how in the financial system and security related fields, and Nok Nok’s globally deployed and proven FIDO certified products, we achieved this compatibility, which led to this adoption.”

– Mr. Nobuo Nagaarashi, General Manager, Financial Information Systems 1st Division, Hitachi, Ltd.

The M in MUFG stands for Mitsubishi, which is a combination of the words mitsu and hishi. Mitsu means three. Hishi means water chestnut, and the word denotes a rhombus or diamond shape. In partnership with Hitachi, MUFG has enabled passwordless authentication solutions across many of the bank’s apps and services.

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“As an early adopter of FIDO, we’ve seen significant business benefits and are completely on board with continuing to leverage the latest FIDO innovations with our partner, Nok Nok.”

– Rakan Khalid, Group Product Manager, Identity.

Intuit has delivered passwordless authentication across mobile applications and devices using Nok Nok’s S3 Suite. The results have reduced customer friction in their Intuit application experience.

Read The Nok Nok Intuit Case Study

Watch the FIDO Alliance Webinar: The Right Mix

Watch Marcio Mello discuss Intuit’s Nok Nok implementation at Identiverse 2019:

“DOCOMO is a worldwide innovator in providing its millions of customers with simple and strong authentication backed by a standards-based approach.”

– Phillip Dunkelberger, President & CEO of Nok Nok Labs.

As one of Nok Nok’s earliest customers, NTT DOCOMO became the first carrier to offer a billing system that is enabled by FIDO, the first to offer a federated Identity system integrated FIDO, and was the first to offer a mobile device that authenticates via the iris biometric modality.

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“Traditionally, one of the biggest challenges of authentication systems has been to balance security with user experience. Due to the FIDO standard, we are confident that both elements work together seamlessly to provide customers with the highest security standards, along with a transparent and agile user experience.”

– Juan Francisco Losa, Global Technology & Information Security Officer.

Nok Nok partnered with banking leader, BBVA to improve the security and user experience of the bank’s mobile banking services through state-of-the-art biometric capabilities.

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“We can no longer rely on passwords for our financial or other sensitive transactions as they are weak, forgotten and easily hacked. We are very pleased with SoftBank’s decision to choose our standards-based authentication platform for their millions of customers.”

– Phillip Dunkelberger, President & CEO of Nok Nok Labs.

Millions of SoftBank’s mobile subscribers now have the ability to use biometrics for authentication through the mobile application “My SoftBank Plus”. With this implementation, SoftBank’s mobile users access data with the My SoftBank service using biometrics for a frictionless, simple and fast authentication experience.

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“Aflac is the first Japanese insurance provider to deploy a FIDO-certified solution, and we would like to continue collaborating with Nok Nok Labs to introduce it to banks, insurance industry and other industries.”

– Michihiko Ejiri, VP, Head of Portal Service Division, Service Technology Unit, Fujitsu Limited.

With the Nok Nok S3 Suite, Fujitsu has provided Aflac customers with strong authentication to their mobile claims payment application using any biometrics on their iOS and Android devices. The solution also provides Aflac and their customers with a scalable method to authenticate users that is interoperable with their existing security environments and reduces or eliminates the reliance on usernames and passwords.

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“For our customers, we only use the most secure products on the market that meet their requirements. Nok Nok perfectly aligns within our product portfolio and we are proud of the very trusted partnership.”

– Lukas Praml, CEO of YOUNIQX.

YOUNIQX Identity AG, the award-winning subsidiary of the Austrian State Printing House (OeSD) and Nok Nok partnered to deliver a electronic identity system (eID) for the citizens of the country of Liechtenstein. This deployment represents the first time that Nok Nok’s FIDO platform has been used to deliver an eID.

FUN FACT
As of 2009 Liechtenstein’s per capita income was $139,100, the highest of any country in the world.

Learn How FIDO Supports EIDAS Regulation

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“Nok Nok’s state-of-the-art, standards-based platform will deliver a tremendous user experience,”

– Steve Bell, Chief Technology Officer at Gallagher

When a horse called Joe took too much of a liking to using a car as a scratching post, owner Bill Gallagher Sr. devised a cunning electrical circuit that delivered a shock whenever the horse rocked the vehicle, and in doing so created a company. Today, with passwordless authentication from Nok Nok, Gallagher is leading the IoT industry with innovative solutions that work in your office and in the outback.

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“Our Forgot Password flows were running at about 65%. After we rolled out FIDO by Nok Nok, our forgot passwords dropped to 7%.”

Michael Engan, T-Mobile

Using the Nok Nok S3 Suite, T-Mobile has become a leader in carrier adoption of passwordless authentication. Their solutions have reduced forgotten passwords and dramatically improved customer satisfaction.

Watch Michael Engan from T-Mobile talk about their implementation of Nok Nok’s S3 Authentication Suite at Identiverse 2019.

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