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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 CustomerSat10
site.
For Managed Service
clients, their dedicated Research & Consulting 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.
Technical Support
Technical Support is provided during normal business hours via email and phone to all CustomerSat10 clients at no additional cost.
System Upgrades, Enhancements and Scheduled Maintenance
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. Scheduled Maintenance occurs approximately once a month at a pre-determined time.
See also: Security,
Reliability and Scalability
 
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