The significant elements of our support model are:
We support the traditional broadcast industry by telephone consultative assistance and assisted web-portal support.
Support is both assisted and unassisted by the use of telephone (866 numbers) web-based case-logging/problem-solving site. The web-based portal is open 24/7/365. We currently respond 16/7/365
Our tool set and web portal is scalable.
The support is an automated process and interfaced to SalesLogix and MS Outlook that generates email alerts based on information received by the end user.
The support specialist responds to the email, text, or phone call in a timeframe specified in the SLA. He or she questions the end user to ascertain the problem and help to correct it over the phone or sends out new parts, equipment, or a quote to replace or repair to the end user in accordance with the SLA.
When we ship new equipment out to an end user, the support specialist records the serial numbers, configuration tables, and tracking information in SalesLogix. Once this is complete, customers can obtain shipping information through their PC on our web portal to check the case status.
Service contracts billed six months in advance upon deployment of each SLA payments due for the remainder of the contract sent quarterly.