Verint Support
Now You Can:• Benefit from product expertiseas more than 30% of our productsupport specialists have 10+
years’ experience with Verint
products and services.

• Gain access to the Verint

knowledgebase containing morethan 25,000 Verint articles.

• Join peers who enjoy a 93.3%

customer satisfaction rating.1

Choose from multiple support offerings to meet your specific needs.
Our support offerings are designed to give easy access to peers, resources,and Verint product specialists to facilitate customer success and long-termvalue from Verint solutions.
Verint provides both self-service support options for customers and live
product support. Our self-help and support offerings are delivered as part of
Verint Connect, our interactive engagement portal built on the Verint
Community™. Verint Connect gives customers and partners access to theinformation they need about Verint solutions, services, and training all in one
place:•Knowledgebase: Find solutions via the Verint knowledgebase, entera support ticket, and view its status and updates in real time on
Verint Connect.

•Resource Center: Features searchable product and services
documentation and provides time-sensitive content and potential
solutions to known issues when incidents are logged on the customer
support portal.

•Learning Center: An online resource for training, including on-demand,
self-paced courses and regularly scheduled instructor-led courses.

Verint offers three levels of support plans designed to address varying
customer business requirements2. See the table on the following page fordescriptions of our Premium Plus, Premium and Standard plans.
First quarter of 2023
Not all plan levels are available in all markets. Cloud customers generally receive Premium
Support, though not available for all products.

12

Verint Support
Support Deliverable

Premium Plus

PremiumStandard

24 x 7 product support for Severity 1 and Severity 2 incidents••

Product support for all severity levels during Verint business hours as set forth athttps://www.verint.com/engagement/support/••

Prioritized incident routing••

New version and updates including software patches, hotfixes

•

•

•

24 x 7 access to Verint community for product documentation, patches andfeature packs downloads and web ticketing•••

Defined incident response, issue investigation, diagnosis•••

Severity 11 hour

1 hour2 hoursSeverity 22 hours

2 hours

4 hours

Severity 3

Next businessday

Next businessday

Next businessday•

Targeted Initial Response Times

Assignment of Support Account Manager to provide the following during local business hours:
Support incident reviews•

Monthly Support metric reporting•

Regular Support metric reviews meetings•

Change/release planning•

Support Liaison for incident escalations•

Point of contact for Support needs•

Review of updates on relevant support topics•

Attend one site visit per year•

Twenty-four (24) consecutive hours of application, technical or businessconsulting annually3,4•

Two (2) 8-hour AdviceLine™ packages4•Four (4) Verint University credits (instructor-led classes at Verint University’s
training facilities). Cloud customers also have access to Cloud Academy online
training as part of their subscription.4•For more information on our support offerings, please contact your account executive, customer success manager,or info@verint.com. Learn more about our Premium Plus Support.
3Cannot be used as a credit to an existing project and hours must be consumed during normal Verint business hours.

Scheduled via a Verint Professional Services Director (or their designate) [the “PSD”] Note: These services must be consumed at one time during the applicable Support term and any
services that remain unused during a Support term are forfeited and do not carry over into the following Support term.

4Verint. The Customer Engagement Company®
Americas

Europe, Middle East & Africa

Asia Pacificverint.com

info@verint.com

info.emea@verint.com

info.apac@verint.com

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1-800-4VERINT© 2023 Verint Systems Inc. All marks referenced herein are trademarks, registered or otherwise, of Verint Systems Inc. (“Verint”), its subsidiaries, or its respective licensor owners.
All Rights Reserved Worldwide. Unauthorized use, duplication, or modification of this document, or any part, without the written consent of Verint is strictly prohibited. By providing
this document, Verint is not making representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without
notice. Features listed in this document are subject to change and not all functionality is available in all configurations. 04.2023

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