We Look Out for You . . .
The best software and infrastructure possible is incomplete without a resource
to provide training and first-class support. Our commitment to service means
that we are accessible and responsive.
At strategically important times, such as when a new system or a major update to
an existing one is deployed, we come to you and work on site with your staff to
be sure that all users are comfortable and productive, all questions are
answered, and any issues are addressed.
From that point on we are available during normal business hours (9am-5pm EST)
for regular support (through our
Help Desk), and 24/7 for emergencies. Support is tiered into levels of severity
mapped to the response you can expect:
| Level | Condition | Instructions | Response |
| One |
End user questions or problems. |
Send email to or call general support. |
Response within 1-2 business days. |
| Two |
Non-fatal system errors or minor issues that do not impede production, or issues requiring developer-level intervention. |
Send email to or call general support. |
Response within 24 hrs or next business day. |
| Three | Fatal system error or issue (such as server outage) that impedes production. |
Call support, use emergency numbers if necessary. |
Immediate response. |
. . . and Ahead For You
Support also comes in the form of ongoing development and knowledge sharing. As
time goes on, almost every aspect of your work environment is subject to
technological change—visible or not. Software, tools, and techniques evolve, and
as they do we advise our clients on how to stay current and leverage new
capabilities, while keeping disruption to work-in-process to a minimum.