WagerWorks offer customers a long-term support and maintenance solution with the following commitment:
a. to remedy faults in the system within agreed timeframes (dependent on the severity or urgency of the problem), including a 24x7 service for reporting and fixing critical faults;
b. to provide new online games and software releases with functional enhancements and technical improvements; and
c. to provide secure access to development, consulting and project resources on-demand, in order to meet new requirements.
Real-Time Tracking
In addition to providing a 24x7 customer call centre, we operate a centralised web-based issue tracking system called "Services Now", enabling customers and WagerWorks staff to monitor all actions taken and the status of each issue. All customers (and internal) technical and functional queries, problems, requests and suggestions are recorded directly on "Services Now".
New Releases
Upgrades and new releases of online games and our platform software are offered to customers free of charge. New releases include: fixes to previously reported faults; improvements and enhancements to overall functionality; modifications requested by specific customers; and requests incorporated into WagerWork's self-funded R&D plan.
Constantly Evolving
Customer needs are reviewed periodically between the customer representative and the WagerWorks Account Manager, who is in charge of maintaining the ongoing customer-vendor communication, securing the necessary resources for the customer's support, and for the inclusion and scheduling of the customer's development requests within the overall work plan.
WagerWorks acknowledges that additional support and advice for customers can originate from other customers, and for this purpose we actively facilitate WagerWorks user group meetings to discuss all customers' activities. Additionally, WagerWorks supports and hosts an annual Customer Round Table Forum to resolve customer issues and maintains a dialogue to ensure that all product offering continues to evolve to meet their needs.
Contact us today on Tel: +44 (0)20 7494 8787 or Email us to see how we can meet your online casino software needs.
