Support

Discover the ways in which we offer environment and customer support for the CARA Platform.
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support

CARA Platform Support

4 layers

Support Portal

Users retrieve information from the Solution page available on the Generis Support Portal. The Portal includes information about product releases, future project plans, configuration manuals, user manuals, installation guides, common questions and known issues articles.

Level 1 Support

Lvl 1 support is your first point of contact. It’s responsible for acknowledging customer inquiries and gathering information to determine the issue, tracking and routing customer queries. Lvl 1 support provides solutions to basic access problems and known product issues.

Level 2 Support

The second line of the support procedure – experienced and knowledgeable members provide solutions to the problems that cannot be handled by Lvl 1 support. Lvl 2 consists of Configuration team members, Infrastructure, and Product developers.

Level 3 Support

Lvl 3 support resolves escalated issues and allocates additional resources as appropriate in case of urgent queries and outages.

We’re here to help

We aim to make the CARA Platform as user-friendly and streamlined as possible, but the occasional snag is unavoidable, so we make sure you can easily access the right support for any issues you may encounter.

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24-hour Support
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Training courses & videos
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Multi-lingual support
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Dedicated & experienced team

Latest Resources

Why Your Organisation Needs a Content Services Platform
31 August 2023

Why Your Organisation Needs a Content Services Platform

Content is the bedrock of every business today. It’s consumed, created, utilised, and relied upon by industries everywhere, which is…

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What is Enterprise Data Management : Everything you Need to Know
15 August 2023

What is Enterprise Data Management : Everything you Need to Know

In the fast-paced realm of modern regulated business, data reigns supreme as the ultimate driver for success. And where there’s…

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CARA 5.9 Release – Key Features and Uses
3 August 2023

CARA 5.9 Release – Key Features and Uses

Generis is pleased to announce the release of CARA 5.9. Join us for this webinar to hear about the new…

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