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Cisco SolutionsPlus

SolutionsPlus

Thank you for your recent order of eGain 14 for Cisco Unified CCE, a product of the eGain for Cisco SolutionsPlus program. This site provides information on how to obtain the product, documentation set, and licenses, and where to submit inquiries to leverage eGain for various types of assistance.

 

Frequently Asked Questions

1. How do I obtain Software, Documentation, and Licenses?

To obtain software, documentation, and licenses based on your recent order, please contact the eGain Sales Account Executive (AE) involved in the sales cycle. Our Sales AE will assist in making these available to you directly on a DVD or in a shared location. For additional assistance, you may send an email to info@egain.com.

2. How do I submit a request for Technical Support?

Please submit all eGain Technical Support requests to http://media.egain.com/support/contact.asp. When filling the form, please specify “SolutionsPlus” in the “License type” field. Technical Support is also available over the phone at 1 (866) 787 8246.

3. Is a support contract needed in order to contact eGain Technical Support?

Yes, a support contract is needed to contact eGain Technical Support for services. Support pricing will be 25% of the net order price. For more information, please send an email to info@egain.com.

4. Am I eligible for software updates and upgrades?

Yes. Once a support contract is in place, there is no additional charge for software updates or upgrades. However, additional cost may apply for deployment assistance through Professional Services.

5. How do I obtain assistance from eGain Professional Services?

Please submit all eGain Professional Services inquiries to http://media.egain.com/resellers/contact_ps.asp.

6. How do I order licenses for new eGain products?

Please follow the same Cisco ordering process as the initial order. You may also send an email to info@egain.com.

7. How do I request a demo or assistance on an RFP for a new eGain product?

Please submit all demo requests and requests for RFP assistance to http://www.egain.com/forms-request-demo/.

8. How do I get answers to general product questions?

The eGain 14 for Cisco Unified CCE product documentation available with the release is an excellent starting point to get answers to product questions. If you have additional product questions, please submit them through the eGain Partner Forum: http://forum.egain.com/.