No matter how pro-active we are in searching for and correcting potential issues, it is inevitable that problems will transpire. We have designated technicians to work with you to fix any problems as quickly as possible. We continuously monitor metrics for response time, resolution time and satisfaction with the service provided. In a typical week we complete 70 to 85% of our support remotely providing you with the fastest possible resolution time.
Pro-Active Support is important and necessary, but Reactive Support is what usually counts the most to our clients, so we focus a large amount of time and energy into perfecting this part of our service to our clients.
Our engineers are all local and trained to fix any issues as quickly as possible and more importantly to do so in a courteous and clearly communicated manner.