AMC Technology Support
We’re all about making sure you have what you need to get the most out of the DaVinci platform and our services to reach your customer experience goals. With our Services + Technology approach, you get access to DaVinci along with a dedicated team and plenty of resources to help you along the way.
Resources
Manage Your Platform
Creators Admin Portal
Creators Studio is our web-based administration portal with role-based functionality. Contact center admins can browse, add and configure available apps and add users.
Creator Studio Support
Create a case, explore our knowledge articles, submit your product recommendations, and download essential resources all from the Creator Studio Support portal.
DaVinci App Status
Health Status
We publishes our most up-to-the-minute information on DaVinci service availability in DaVinci Health Status page. Check this to get current status information anytime.
Release Notes
We regularly publish release notes for all of DaVinci’s Platform and Apps, including support for the latest upgrades and fixes with suggestions for what customers should test.
Comprehensive Support and Guidance
Professional Services
We offer more than just implementation. Our technology services are designed with your long-term success in mind. Whether you’re exploring a new integration, use case, or customer experience, our team is here to guide you every step of the way.
Videos, Demos, & More
We offer live workshops, demos, and an ever-growing library of video content to keep you up to speed. Whether you’re looking to see our solutions in action or dive deeper into news, our events and on-demand videos are designed to educate and inspire your team.
FAQs
Have a question? We’ve got answers. Our Frequently Asked Questions are here to help you quickly find information about our solutions, support, integrations, and more—so you can get back to what matters most.
Service Level Agreement Details
Understand the quality, response times and accountability you can expect from our services.
A complete loss of service or a significant feature that is completely unavailable in a production environment, and no workaround exists. Does not include custom development issues and non-production environments.
Response: Within 1 hour during business hours
Updates: Every 30 minutes
Resolution: P1 issues will be continuously worked on until resolved or a workaround identified
Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues and non-production environments.
Response: Within 1 hour during business hours
Updates: Every 4 business hours
Resolution: Within 1 business day
Includes product questions, feature requests and development issues.
Response: Within 4 hours during business hours
Updates: Every 2 business days
Resolution: Within 5 business days
Minor feature/function failure for Production, Test, QA, or issues found during Implementation. Enhancement.
Response: Within 1 business day
Updates: When available
Resolution: When available
Business day: 8:30 ~ 17:30 EST/EDT Monday ~ Friday (Excluding US holidays and Friday after Thanksgiving)
Response time is measured from the time the ticket is received until an SE replies back through a ticket update or phone call (per contracted maintenance support hours).
Reliable support that empowers CX growth
We are committed to empowering your success through DaVinci with our team of experts, comprehensive knowledge-based articles, and easy access to training documents and ticket logging in our Customer Portal. Our approach is straightforward and designed to enhance your proficiency and fully leverage the power of your CX strategies.