Our Core Mission
Support Services
Nok Nok Customer Support and Customer Success are intended to keep your deployment up and running and to help achieve your desired outcomes.’
Five Star Support
How We Service Clients
Our world-class support team goes the extra mile to fulfill every customer’s expectation with quality, accuracy, and speed. We have a robust, self-service Support Portal where you may 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. Nok Nok Premium Support and Elite Support are intended to provide the highest support levels to ensure maximum availability of your front door.
Customer Success
Support Plans
Designated support teams include a customer success resource that serves as a management-level liaison and point of contact between the customer’s organization and different Nok Nok teams. This resource will also coordinate quarterly account reviews to assess progress against business goals, ensure capabilities are understood and being leveraged to meet current and future goals, review product roadmaps and share market trends while gathering input on enhancements.
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 & 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. |