technical support
Tri-plex Technical Support Procedure is as follows.
Customers' requests for Technical Support can be initiated by one
of three channels:
- Phone calls to the Technical Support number
- Emails to Technical Support
- Purchase Orders negotiated by Sales Representatives or Account
Managers and sent via email, fax, or the postal service
Customers' requests for Technical Support are assigned one to one
of four categories:
- Corrective Actions
- Maintenance
- Enhancements
- Other
All requests are stored and tracked in a database.
Corrective Actions are tracked for quarterly reporting to the customer
and Tri-plex management. This reporting includes the total number
of new actions opened, the total number of actions closed, the average
time to close actions, and the average age of unresolved actions
for each severity level.
Each category has three levels indicating the severity or priority
of the customer's request:
- Highest priority
- Medium priority
- Lowest priority
Each level of severity or priority has four timeframe metrics:
Acknowledgement or Response - The time from
the receipt of the request until the customer is contacted by
a qualified Tri-plex engineer, developer, account manager, or
salesperson. The acknowledgement or response can be made by phone,
email, fax, mail, or any other means appropriate to the request.
Restoration or Reply - The time from the initial
receipt of the request until functionality is restored (for Corrective
Actions), estimates of work are presented (for Enhancements),
or services are scheduled (for Maintenance).
Resolution - The time from the initial receipt
of the request until the request is completed. This may include
root-cause analysis, installation of hardware or software, system
reconfiguration, delivery of training or documentation, or whatever
is required to satisfy the customer or meet any contractual obligations.
Escalation - The Tri-plex personnel to notify
if the time specified for any of the above metrics is exceeded.
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