Our Core Mission
Support Services
Our Nok Nok Customer Support team is dedicated to ensuring your deployment runs smoothly and you reach your goals efficiently and effectively.
Five Star Support
How We Support Customers
Authentication is the front door to customer services and our Premium and Elite Support plans are designed to provide the highest support levels to ensure maximum availability of your solution. Elite Support includes a designated support team that understands your business, aligns Nok Nok’s capabilities with your business initiatives, and helps you achieve the outcomes that matter most. We help you get the maximum out of the products you own, provide insight into Nok Nok’s product roadmap, and proactively identify ways we can deliver additional business value.
With Elite Support, you’ll also have access to a dedicated customer success resource that serves as a management-level liaison and point of contact to coordinate across your organization and various Nok Nok teams to maximize the value of your solutions. This resource conducts quarterly account reviews to track progress against your business goals, ensures capabilities are being leveraged effectively, reviews product roadmaps, shares market trends, and gathers your input for future enhancements.
Additionally, we offer separate Training and Professional Service packages to support seamless integration and successful deployment of Nok Nok solutions, ensuring you unlock their full potential.
Customer Success
Support Plans
| Self-Serve | Basic | Premium | Elite | |
| Applicability | Free Trials | For paid offerings | Option for all paid offerings | Option for all paid offerings with $200k+ annual license fee |
| Pricing | N/A | Included in offering | +10% of annual license fee | +25% of annual license fee, minimum $50k per year |
| Channels | Email & Web Portal | Email & Web Portal & Phone | Email & Web Portal & Phone | |
| Availability | Business hours | Business hours | 24x7 for critical issues | 24x7 for critical issues |
| Service Level | Reasonable commercial effort | Reasonable commercial effort | Defined premium support response time by severity level (SL). SL1 response time: 2 hrs |
Defined elite support response time by severity level (SL). SL1 response time: 30 mins |
| Account Reviews | No periodic account reviews | No periodic account reviews | Periodic account reviews up to 2x per year. | Periodic account reviews up to 4x per year. Annual roadmap and whitespace analysis meetings. |
| Additional Benefits | Knowledge Base, product documentation, and educational videos | Knowledge Base, product documentation, and educational videos | Knowledge Base, product documentation, and educational videos 1 day of online configuration training for up to 10 people. |
Knowledge Base, product manuals, and educational videos 1 day of online configuration training for up to 10 people. |
| Designated Team | - | - | - | Designated support team that helps to achieve your desired outcomes. A customer success resource is assigned. |