Our clients rely on us to apply the latest technology. We implement the solution with best practices.
When you purchase a support contract, you purchase peace of mind. The entire focus of our Technical Support team is to provide front-line customer service and technical support to users. Our goal is to ensure that you get the most out of our services, so we are committed to providing prompt, courteous, and effective support.
Tier 1 Support is the initial point of contact for all queries and incidents. This is where our Support Specialist (SS) verifies your licensing information and creates a new entry to record the details of your call. The next step in Tier 1 Support is to attempt to resolve your quries. If your issue is resolved during initial contact, then the details of the resolution are recorded and no further action is required. Not all issues can be resolved during the initial call, so our SS might need to escalate your issue to Tier 2 Support. Incidents are only escalated when they require additional research and cannot be investigated and resolved immediately.
Tier 2 Support receives the escalated incident from Tier 1 Support and contacts you within 24 hours of reception. During that 24-hour period, the SS reviews and assesses the issue, then determines its severity in order to prioritize it appropriately. When you are contacted, the SS reports how much time is required to investigate the issue. Generally, it takes no longer than two business days to resolve an issue and no further escalation is required. On occasion, an issue will remained unresolved and require further escalation to Tier 3 Support.
Tier 3 Support is the final tier in the Technical Support escalation process. When they reach this level, issues are investigated by our R&D team. This process can take as long as two to five business days. Generally, the response will be a resolution or a reasonable work-around for you to use. If it is a development issue, you will be provided an estimated time of completion.