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At CustomerSat, we recognize the importance of world-class
technical support. Our goal is that every support interaction
strengthens our clients’ overall satisfaction with CustomerSat
and reinforces our relationship with them.
Features
- Rapid acknowledgement, relief, and
resolution of technical issues
- Effective management of service requests, including generation
of requests indicating severity, status reporting, and escalation,
when required
- Rapid responses to client questions, including ‘how
to’ questions
- Pro-active notification of scheduled maintenance and major
and minor product releases
- Documentation of and training on new features
- Management of application enhancement requests
- Rapid responses to training requests.
These services are provided through phone, e-mail, email
notifications, and postings on client portals on the CustomerSat
site.
For Managed Service
clients, their dedicated CustomerSat project managers, who
can answer a wide range of application-related questions,
provide a primary point of contact to Technical Support. Should
a project manager be unable to resolve a complex technical
issue, the issue is escalated to the appropriate specialist
in Technical Support.
For Licensed Service
clients, Technical Support is the primary point of contact.
Standard and Extended Support
Standard Support is provided during normal business hours
via email, phone and fax to all CustomerSat clients at no
additional cost. Extended Support includes all benefits of
Standard Support plus extended hours up to 24x7x365, and access
to Technical Support via pager for critical issues during
non-business hours. Extended Support is optional and ordered
separately.
System Upgrades, Enhancements and Scheduled Maintenance
Standard and Extended Support include extensive CustomerSat
Enterprise upgrades and enhancements. Major system upgrades
are released approximately every four months and are scheduled
well in advance. Lesser system enhancements are released approximately
monthly. System upgrades and enhancements take place during
non-peak hours, typically on weekends, to minimize user impact.
Survey respondents are not affected. Scheduled Maintenance
occurs approximately once a month at a pre-determined time.
See also: Security,
Reliability and Scalability
 
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