Everon Customer Service

Overview

Everon’s customer service is structured to support products and services across SaaS, on-premises appliances, and hybrid deployments. The support organization combines a centralized global help desk with regional technical teams to deliver 24/7 incident handling for critical outages, predictable business-hours help for routine requests, and named account management for enterprise customers. The model prioritizes measurable outcomes: time-to-first-response, mean time to resolution (MTTR), and customer satisfaction (CSAT).

Support operations are run as a service line with transparent SLAs, monthly performance reporting, and quarterly business reviews (QBRs). Teams use a single ticketing platform and maintain a documented knowledge base with more than 2,500 articles, runbooks and troubleshooting playbooks to minimize repeat work and speed up resolution times.

Contact channels, hours and primary routing

Everon offers four primary contact channels: phone, email, live chat, and the customer portal. For immediate outage reporting use the 24/7 hotline; for configuration, account and billing requests use the portal or designated email addresses. Dedicated enterprise customers receive a named Customer Success Manager (CSM) and a direct escalation line.

Standard contact details (please verify in your contract or on your customer portal): phone +1-877-333-1234 (24/7 critical line), billing +1-877-333-5678 ext. 2 (Mon–Fri 08:00–18:00 local), support email [email protected], portal https://support.everon.com (ticket creation and status). Average initial response times (internal targets): P1 (critical) 15–30 minutes, P2 (high) 4 hours, P3 (normal) 24 hours.

• Channels and SLA targets: Phone hotline (P1: 15–30 minutes), Portal ticket (P2: ≤4 hours), Live chat (business hours: ≤20 minutes), Email (P3: ≤24 hours).
• Escalation routing: automated on-call paging, secondary on-call after 60 minutes, CSM escalation if unresolved after 4 hours for P1, executive notification at 8 hours for major incidents.

Service levels, SLAs and credits

Everon’s SLA framework defines incident priority levels (P1–P4), measurable targets and financial credits for missed commitments. Typical SLA metrics include: system availability (99.95% monthly uptime for core cloud services), initial response time per priority, and time-to-repair windows for on-premise hardware. SLA uptime is calculated monthly; credits are applied to the next invoice if availability falls below the threshold.

Example SLA credit schedule: if monthly uptime <99.95% but ≥99.5% = 5% credit of monthly fee; <99.5% but ≥99.0% = 10% credit; <99.0% = 25% credit up to the monthly service fee. Credits are capped at 100% of that month’s service charges and require a claim submitted within 30 days of the incident. Customers must be in good standing and compliant with recommended configurations for credits to apply.

Onboarding and technical support operations

New enterprise customers follow a structured 30–60 day onboarding program that includes: technical discovery, environment provisioning, security review, and a knowledge transfer workshop. Onboarding milestones are tracked in a shared implementation plan; typical deliverables include runbooks, a contact escalation matrix, and an initial health-check report at day 30 and day 60.

Technical support is tiered: Tier 1 (general help desk), Tier 2 (product specialists and engineers), Tier 3 (architects and engineering R&D). For urgent escalations Everon provides remote troubleshooting at no additional charge; onsite technician dispatches (if contracted) are charged at a standard rate (example: $1,250/day plus travel) or via a pre-purchased block of hours at discounted rates. Average MTTR for P1 incidents historically (internal target) is under 4 hours for cloud services and 8–12 hours for complex hybrid incidents.

Billing, pricing and refunds

Everon offers three published subscription tiers for standard product lines: Basic at $49 per user/month, Professional at $199 per user/month, and Enterprise with custom pricing starting at $1,500/month for platform licenses and services. These prices are examples; enterprise contracts include volume discounts, multi-year commitments and professional services bundles. Billing cycles can be monthly or annual (annual prepay typically yields 10–18% discount).

Refunds and cancellations follow a 30-day money-back review for new customers; for annual contracts a 30–90 day pro-rated termination process applies depending on contract clauses. All billing disputes should be submitted to [email protected] within 60 days; unresolved disputes escalate to the billing manager and, if necessary, arbitration per the signed agreement.

Escalation process and governance

Escalations are governed by a documented matrix embedded in the ticketing system. Standard escalation steps: Tier 1 → Tier 2 within 60 minutes (P1), Tier 2 → Technical Architect within 3 hours, Architect → Engineering Lead within 6 hours. For named accounts, the CSM is notified upon Tier 2 escalation and coordinates stakeholder communication. Major incidents trigger an Incident Commander (IC), status updates every 30–60 minutes, and customer-facing notifications as agreed in the communication plan.

Post-incident governance includes a blameless postmortem: initial incident summary within 72 hours, deep-dive report within 10 business days, and remediation plan with owners and due dates. Recurring problems are tracked in a problem register and reviewed in monthly technical review meetings with customers. These practices reduce repeat outages: customers on the enterprise program report a 45–60% reduction in repeat incidents within the first 12 months of engagement.

• Escalation checklist: create ticket with timestamps and affected systems, escalate to appropriate tier, open conference bridge for P1, notify CSM and provide cadence of updates (every 30–60 minutes), produce interim status updates and final postmortem.

Metrics, reporting and continuous improvement

Everon measures CSAT after ticket closure (target ≥4.2/5), Net Promoter Score (NPS target ≥40 for enterprise accounts), SLA compliance (target ≥99%), and MTTR. Reporting is delivered monthly with dashboards showing ticket volume by category, time-to-first-response, resolution time distribution, and root-cause trends. Customers receive a QBR that includes trend analysis, risk items, and a prioritized roadmap for service improvements.

Continuous improvement initiatives include runbook automation (reducing manual steps by 30–50%), knowledge base expansion, and semi-annual Kaizen reviews. Customers who participate in the improvement program typically see a 20–30% reduction in inbound support volume within 6–12 months due to targeted automation and training.