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| Support, Training, Updates & Customization |
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What benefits do I have being a Noble Care "Full Support Customer"?
Many benefits are available to our Full Support Customers. Each customer has the opportunity to enjoy the benefits of prompt and timely attention to any issue they may have with their Noble system 24 hours a day, 365 days a year. Ongoing software upgrades to our latest versions ensures our support customers have all the latest functionality that is available. Additionally, you have the Noble Solution Guardian available that analyzes your database each night and actually reports to Noble Care any issues or potential problem you may have with the database. In turn, Noble Care actually takes the necessary action to correct those items and notifies you of our actions the following morning. From the hardware side, we offer a 24 hour turnaround time on hardware issues and keep extensive inventory available for all systems under Full Support. Our proximity to a major airline hub nearly always guarantees departure to your site within hours of a reported issue. Obviously, each of these factors significantly decreases any non-productive or down time that you might have when a problem arises. Customers not on support also receive our full attention and we address their issues as quickly as possible. However, our Full Support customers do receive priority. The support customers are also invited to join the Select Noble Users Group (SNUG), and to attend our annual conferences and other events.
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What can I expect when I contact Noble Care?
Each call is logged and recorded for quality control when you contact Noble Care. All calls are promptly answered and prioritized by our Help Desk. In turn, you will be forwarded to the appropriate Systems Engineer for immediate assistance and issue resolution. You will be given a TAR # (Technical Assistance Request Number) that allows you to track the issue to closure. Please ensure you have that number available if you are calling regarding an open issue. |
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Do I have a personal contact at Noble Care?
Each new Noble Care Support Customer is assigned a Client Manager to ensure the transition from Installation and Project Management to Noble Care Support is seamless. This Client Manager follows your account and ensures your issues and/or concerns are handled in a timely manner and to your satisfaction. |
What type of Engineers will I deal with when I contact Noble Care for assistance?
Noble Engineers all have hands-on call center experience, so they truly understand the urgency of your issues as well as the potential impact to your productivity. Noble Care uses a Help Desk to answer all calls to evaluate your needs and to ensure the most suited engineer is assigned to your issue. Noble Care utilizes Level 1, Level 2 and Senior Engineers when dealing with items. Each of the items that come to Noble Care is carefully reviewed and assigned based on technical requirement and priority. Issues that are not resolved during the first call are managed and escalated within the organization as needed. All Engineers are Noble employees and are trained within the organization - we do not use third parties for any part of Support that is offered to our client base. |
What happens when I have a hardware failure and my system is down?
Our Field Services department works closely with support and is available and on call 24 hours a day, 7 days a week 365 days a year. When in town they report to the office each day "packed and ready to travel". In the event you are a Noble Care Full Support Customer and have a hardware failure, a Field Services Engineer is dispatched immediately upon diagnosis. As previously stated, we guarantee a 24 hour turnaround time - however, as need dictates, the Engineer is typically dispatched within hours of the issue being reported. Our Engineers are trained Noble Systems employees. No third parties are used to handle our Field Services issues. |
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What is the best way for me to contact NOBLE Care®?
NOBLE Care can be contacted a number of ways. Any time that you have an issue / question or concern call 1-888-9NOBLE9 (1-888-966-2539). If your call is NOT of an urgent nature you can fax your request to 404-303-8698 or email Noble Care at Support@noblesys.com. |
What are the hours of operation of Noble Care?
Noble Care has coverage 24 hours a day, 6 days a week. Live Engineers are available to take your call MON-THURS 7:00am - 11:00pm, FRI 7:00am - 9:00pm, and SAT 8:30am - 5:30pm (all times Eastern US). Outside of those normal business hours, we have on-call engineers to promptly return your call when paged, as well as a detailed escalation procedure in place 24/7, 365 days a year.
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