Support FAQ

Jon Allen — Fri, 08 Mar 2024 21:39:54 GMT

Current Revision posted to Support by Jon Allen on 03/08/2024 21:39:54

Support Highlights

Verint Global Maintenance and Support Plan (PDF) – Learn the details of Verint’s maintenance and support plan.
Verint Community Support Policy
Supported Product Versions – See chart for our product lifecycle milestones.
Unsupported Product Versions – If your product is no longer officially supported, please contact us to learn more about upgrade options.
Our Community – Verint employees, partners, and fellow customers are here to help with any questions you have.

Our Commitment

If you find a problem with your Verint Community product as a paying, licensed customer and report it by opening a support ticket, we will assign a severity based on the effect the problem has on your community.

How Can We Help You

When you contact us to open a support ticket, we will help you with:

Questions about installation, configuration, and integration of supported versions of Verint Community into your environment;
Questions about installation, configuration or any problems with any support-issued Service Pack;
Product performance issues, as long as you have made no unsupported customizations

If you want to add new features or enhance existing features, you must use the Verint Community Platform APIs. No other custom development is supported. Please visit our Version Specific Documentation and Forums for more information on developing on the Verint Community platform.

Review our Verint Global Maintenance and Support Plan (PDF) for more detailed information.

How To Report A Problem

Please create a case using the support portal on community.telligent.com. If you do not have access to the “Create Case” and “View Case” buttons on the homepage, please contact your Customer Success Manager to assist. If you do not know who your Customer Success Manager is, please contact us.

Unless your site is unavailable or you are dealing with a sensitive issue, such as a security breach, we request that you start your support request in the forum of your version and provide a link to your issue when you open a support ticket.

Please provide us with as many details about the problem in your forum post as possible:

Product and version
Build number
Operating system
Browser type and version
Type of problem: installation, upgrade, configuration, etc.
Steps to reproduce

Severity & Response Times

Review our Verint Global Maintenance and Support Plan (PDF) for information about severity and response times for reported issues.

Requesting A Hotfix / Service Pack

For additional information, please see the Service Packs section of our Support Policy.

Verint Community Lifecycle Milestones

Review Verint Community Lifecycle Milestones for information about when products move through our lifecycle process.

Lifecycle Definitions

Review Product Lifecycle for CES Products (access to this page does require login) to learn more about the definitions used in our Lifecycle Milestones.

Support Availability

The Verint Community customer support team is available (Americas) Monday through Friday, 8 a.m. to 6 p.m. Central time, except for U.S. holidays; (EMEA) Monday through Friday, 8 a.m. to 6 p.m. GMT, except for U.K. holidays, as listed below:

U.S. Holidays:

New Year’s Day (or nearest weekday)
Martin Luther King, Jr. Day
President’s Day
Memorial Day
United States Independence Day (or nearest weekday)
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Day

U.K. Holidays:

New Year’s Day (or nearest weekday)
Good Friday
Easter Monday
May Bank Holiday
Spring Bank Holiday
Summer Bank Holiday
Christmas Day
Boxing Day (Day after Christmas)
National Holiday (December 27^th)