This Support and Service Level Agreement (the “SLA”) forms an append
A piece of information to our customers that has happened or about to happen.
Our Support Team never sleep, and you can report critical problems to us 24/7. Non-critical problems, changes and information request are mainly handled through normal working hours. Please find below our opening hours and contact points. Opening Hours:
The Connect Client is continuously being upgraded with improvements and new features. The most recent version available is 1.18.1. We urge your company to upgrade to this version as soon as possible to take advantage of the improvements and new features. As previously announced, we will cease support for versions older than 1.12 during 2016.
The contact centre solution allows the agent to receive an email through queue. This email can be opened either in Outlook Web App or the Outlook client.
Puzzel will soon decommission the SOAP API endpoint at https://wsconnect.intele.com/WebServices3/PulseAgent.svc.
Puzzel will soon decommission the current server in use for email in queue. This will be replaced by API methods that provide the same functionality. Customers that use the existing system must therefore migrate to the new system. This will affect all customers that:
If configured, Puzzel delivers your call recording files (WMA, MP3 or WAV) to Puzzel’s (s)FTP server, where you can fetch the recording files, so that they can be stored locally.
The General Data Protection Regulation (GDPR) imposes additional requirements for companies that collect or store personal data of European Union residents.
As the contact centre industry develops, so must the solutions we work with. With this in mind, the new Agent Application, which we are now officially launching, makes us better prepared for the future of the industry and better able adapt to customer service trends.
As you may know, Puzzel separated and rebranded from Intelecom in 2016. This started a long and complicated journey to move away from services relying on the old intele.com domain, which we no longer control. We are now coming toward the end of this process.