Overview
This document describes the features and limitations of our standard installation services.
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This chapter describes what is, and what is not included in our standard installation assistance services.We will Remote assistance services are executed in cooperation with your Verba partner or your IT team using a remote screen sharing. The remote party helping our support team shall be knowledgeable of your IT/UC/telephony infrastructure.
What is included
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:
- one hour kick-off call to discuss your deployment and plan what components are needed
- remote support using Cisco Webex, Microsoft Skype for Business (and Lync) and LogMeIn
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What is included:
- basic testing only
- remote assistance with installation
- Verba system configuration
- kick off call (1 hour)
What is NOT included
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- installation and configuration of the Verba software (including Active Directory synchronization)
- basic testing only
- Verba system configuration
- kick off call (1 hour)
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- on-site services are not included
- basic testing of your installation, basic functionality tests ("smoke testing")
- typical installation assistance is done in one to three up to 3 hour sessions
What is NOT included
- project management - our team will need you to plan and involve our team when needed
- on-site services
- configuration of your UC/telephony platform, network, server
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- project management
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- and database configuration (guidance will be provided)
- customer documentation
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- user
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- and group administration and configuration of your business specific rules (training and professional services are available)
Standard Installation Assistance Services
Service articles are the following:
| Article Code | Article Name | Description | Installation Services|
| V4-I-IM-S | Verba Remote Installation - IM/EW | Remote installation and configuration services, up to 1200 Regulate and/or IM archiving users | |
| V4-I-VC-S | Verba Remote Installation - Voice | Remote installation and configuration services, up to 600 300 voice users and 2 physical sites | |
| V4-I-RD-S | Verba Remote Installation - Redundancy | Remote installation and configuration services, additional cost if redundancy is included | |
| V4-I-MT-S | Verba Remote Installation - Multitenancy | Remote installation and configuration services, additional cost if multitenant platform is used | |
| V4-I-SP-S | Verba Remote Installation - Speech Search | Remote installation and configuration services, additional cost if speech search is included | |
| V4-I-DA-S | Verba Remote Installation - Desktop Agent | Remote installation and configuration services, additional cost if desktop agents are included | |
| V4-I-UA-S | Verba Server Upgrade Assistance Services | Remote upgrade planning, execution and testing services, for 1 Verba Server of any kind | |
| Training | |||
| V4-T-EU-T | Verba Online Training - End Users | Live, web-based training for end users (up to 5 students) | |
| V4-T-ADM-T | Verba Online Training - Administrators | Live, web-based training for administrators (up to 5 students) | |
| V4-T-QM-T | Verba Online Training - Quality Supervisors | Live, web-based training for quality supervisors (up to 5 students) | |
| V4-T-CS-T | Verba Online Training - Compliance Specialists | Live, web-based training for compliance specialists (up to 5 students) | |
| V4-T-SP-T | Verba Online Training - Speech Analytics | Live, web-based training for speech analysts (up to 5 students) | |
| V4-T-OT-T | Verba Online Training - Operations Teams | Live, web-based training for operations teams (up to 5 students) | |
| V4-T-ST-T | Verba Online Training - Support Teams | Live, web-based training for support teams (up to 5 students) | |
| Professional Services | |||
| V4-P-1H-S | Verba Professional Services - 1 hour | Professional services for product customization and complex deployments (per hour - offsite) | |
| V4-P-1DOFF-S | Verba Professional Services - 1 day offsite | Professional services for product customization and complex deployments (per day - offsite) | |
| V4-P-1DON-S | Verba Professional Services - 1 day onsite | Professional services for product customization and complex deployments (per day - onsite) | |
| V4-P-MIGR-S | Verba Third Party Migration Initial Fee | Remote data migration and testing services (additional costs might apply based on volume) | |
How to book installation assistance
If you need any help with installation, troubleshooting and configuration of your new Verba solution you can schedule a Remote Installation Support by opening a ticket on this site: http://support.verba.com/requests/new
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Services hours for scheduled installation assistance
Installation assistance service are always shall always be prescheduled and are available on weekdays between (the below time periods are different for different time zones):
US EST: 8 7 AM - 4 5 PM
US CST: 8 7 AM - 3 4 PM
US PST: 8 7 AM - 2 PM
EU CET: 9 8 AM - 3 8 PM
UK timeBST: 9 8 AM - 3 8 PM
ME UAE AST: 10 11 AM - 3 8 PM
Asia HKT: 2 PM - 7 PMPlease China/Hongkong/Singpore/Sydney CST/HKT/SGT/AEST: 3 PM - 10 PM
For timezones not listed here, please use the nearest timezone and convert the given time period.
How to book installation assistance
You can schedule a Remote Installation Support by contacting your Verba partner or opening a support request at support.verba.com. In your reqiest provide us one or two 2-3 hour long available time slots when you request a session.Our team uses LogMeIn for remote sessions, but we can also use your solution if necessary.