Our organization is committed to providing exceptional support for our customers. Our qualified support staff is equipped to research and respond to a wide range of product requests and inquiries. Additionally, we’re here to demonstrate how our product and services can improve your organizations.
There are a number of channels available for communication. Regardless of whether request a callback, submit an email, send us a fax, or call us via the telephone, we will do our utmost to ensure that you receive timely support. We have implemented a new automated system to streamline and optimize our interactions with you right from the initial point of contact.
We look forward to working with all of our customers in an effort to continually improve our understanding of your needs and the value of our offerings.
Support Services Philosophy:
We continually strive to exceed our customer’s expectations for providing quality support and to provide, service in a timely and proactive manner. We will demonstrate the benefits that can be gained through implementing innovative technologies in a true support environment.
Support Services Objectives:
- To focus all interactions on exceeding the clients needs.
- To be innovative in our approach to providing support. Always looking at technologies, which can improve the level and quality of support provided.
- To search for proactive means of providing support. Thus providing the solution through open communication with development for future releases. Enhance our degree of preparedness by providing the answer before the customer can ask the question.
- To enhance the support provided by always learning new and more advanced technologies.
- To utilize our call center to its fullest capabilities which will enable customers to solve their issues without waiting in a support queue.
- To provide a single point of contact for our partners requiring support.
- To actively seek ways to improve client satisfaction.
Support Services Operating Procedures
1. Support interactions should begin via the Call Center. You will be issued a service order number and placed on the schedule (if necessary) to either to provide remote support or schedule a technician visit according to the severity of the issue.*
- Emergency – 4 hours
- Repair – 24 Hours
- Add, Move and Change – 5-7 days
2. Service requests can be made with any of the following mechanisms:
- Fax: (631) 622-3535
- E-mail : email@example.com
- Phone: (631) 622-3530
3. Support Services has staffed personnel in the New York Office from 8:30 A.M. to 5:00 P.M. Monday through Friday, excluding holidays. Phone, fax and e-mail support will be available during these hours. E-mails, fax requests and voice mails left during off hours will be returned the next business day. Emergency support is available 24/7 for maintenance and warranty customers.
4. After hours Emergency support is available through our call center touch-tone system. You will receive a call back within fifteen (15) minutes.