Packaged Offering - Managed Support for Amazon Connect

Access a wide range of support, enhancement, and innovation services for efficient and scalable contact centre operations.

Continue the innovation of your customer experience with our expert support services tailored specifically for Amazon Connect, ensuring seamless, efficient, and innovative solutions that drive your business forward.

Support for your entire Amazon Connect logic and integrations: Total Coverage
24*7 break fix support: Issue Resolution
Dedicated point of contact and engineering team: Management
Enable new features and continuous improvements: Project Enhancement

Ensure peak performance and continuous innovation with our expert Amazon Connect managed services. We proactively monitor, maintain, and optimize your contact center for maximum efficiency and customer satisfaction.

Tiers

Support for businesses of all sizes

Core

- Proactive monitoring
- Capacity management
- Optimization assessment
- Monthly performance reporting
- Enhancements (1 per month)
- Support coverage (9am - 5pm Weekdays)
- Web portal
- CTI Connectors (Salesforce, Zendesk or Service Now)
- General guidance (Next Business Day)
- System impaired (< 12 hours)
- Production System down (< 4 hours)

Enhanced

- Proactive monitoring
- Capacity management
- Optimization assessment
- Monthly performance reporting
- Enhancements (2 per month)
- Support coverage (8am - 8pm Everyday)
- Web portal
- CTI Connectors (Core + Custom)
- Custom integrations (Scoped & Quoted)
- General guidance (Next Business Day)
- System impaired (< 12 hours)
- Production System down (< 4 hours)

Premier

- Proactive monitoring
- Capacity management
- Optimization assessment
- Monthly performance reporting
- Enhancements (4 per month)
- Support coverage (24 x 7)
- Web portal
- CTI Connectors (Core + Custom)
- Custom integrations
- Single point of contact
- Dedicated engineering team (Scoped & Quoted)
- General guidance (Next Business Day)
- System impaired (< 12 hours)
- Production System down (< 1 hour)

Support tier comparison
Features
	Core	Enhanced	Premier
Proactive monitoring	Included in Core	Included in Enhanced	Included in Premier
Capacity management	Included in Core	Included in Enhanced	Included in Premier
Optimization assessment	Included in Core	Included in Enhanced	Included in Premier
Monthly performance reporting	Included in Core	Included in Enhanced	Included in Premier
Enhancements	1 per month	2 per month	4 per month
Support
Support coverage	9am - 5pm Weekdays	8am - 8pm Everyday	24 x 7
Web portal	Included in Core	Included in Enhanced	Included in Premier
CTI Connectors	Salesforce, Zendesk or Service Now	Core + Custom	Core + Custom
Custom integrations	Not included in Core	Scoped & Quoted	Included in Premier
Single point of contact	Not included in Core	Not included in Enhanced	Included in Premier
Dedicated engineering team	Not included in Core	Not included in Enhanced	Scoped & Quoted
Response Times
General guidance	Next Business Day	Next Business Day	Next Business Day
System impaired	< 12 hours	< 12 hours	< 12 hours
Production System down	< 4 hours	< 4 hours	< 1 hour

Frequently asked questions

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