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Target Escalation Time-Frames
Phone Support is available Monday through Friday, 09:00 to 17:00 GMT, except on company and UK public holidays.
1st - Line Support :
Our objective is to handle 90% of 1st-Line customer calls live. If a customer finds it necessary to leave a message, it is our policy to call them back within 1 hour (during normal hours of operation). Calls that are not resolved by the 1st Line Support Team are escalated to the 2nd-Line team.
2nd - Line Support :
The target start time-frames for 2nd-Line work is provided below. Once 2nd-Line work begins, a follow-up status report is provided to the customer on a periodic basis (see chart below for the target time frames) until the issue is resolved. If the 2nd-Line team cannot resolve the issue in a prescribed time period (see chart) the issue is escalated to the Escalation team who will leverage Development and R&D of the appropriate products as needed.
| Priority |
Start 2nd-Line Work |
Status Report |
To Escalation Team |
| Critical (1) |
within 2 hours |
Every day |
after one day |
| High (2) |
within 4 hours |
Every day |
after two days |
| Medium (3) |
within 2 days |
Every day |
after five days |
| Low (4) |
within 5 days |
Every day |
after ten days |
Note: Days are in business days and hours are in business hours
Internet Support
Address your questions or problems to support@clienttec.com to receive support
from our support technicians via e-mail. Messages received via e-mail will be
responded to within 24 hours.
Web Access
Log in to our homepage on the World Wide Web any hour of the day. Once there,
you can find answers to your support questions via the Clientele online AnswerBook,
or download utilities from our FTP site.
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