BUSINESS SOFTWARE SOLUTIONS
Post Go-Live Support -Service Desk
Your implementation is completed, you are live with the system and have probably
completed your first month-end close. Your company and staff are being
rewarded for all the hard work and efforts in implementing your system.
Our goal is to make sure you are as self sufficient and possible, however we all
know that everyone needs help from time to time. How do you get support
after go-live?
For post go live support issues please use our support request email address:
srq@customis.com
or call 817-640-0016 and speak to our customer service team to notify our
consulting team. This should be the way you request support assistance
after you go live. Sending email to
srq@customis.com
connects the sent email address to your company records in our service
management software. The email becomes a support ticket so it is important to
include a summary of your issue in the subject line, i.e., GP New Hire Setup
Needed. The customer service manager then schedules the appropriate consultant
or tech to take care of your issue.
Going through the customer service department allows for more visibility of your
issue to our team upon receipt and until the ticket is closed. You also receive
emails updating you on your ticket status. Emailing the consultant directly is
okay during implementation, but we have found it is best to use our service
board post-go live.
Typical post go – live response time is dependent on your urgency. Clients
that have a major system issue that is impacting day to day operations are
assisted first whenever possible. Clients on a support contract are also
given a priority service level such as 1 to 2 hour response time. Notify
our staff if you would like information on our support plans. All other
clients usually will get a response in one business day with a resolution
timeframe that is dependant upon the issue or service requested.
Service issues require consulting time which per our Business Engagement
Agreement is billable time. Please ensure that you designate one or two of
your staff with the authorization to open a support request with CIS.
Most service issues will also require a signed work authorization. Please
designate who may sign these work orders for your company and provide their
email address to your project manager. These forms are delivered via
email. Add
srq@customis.com
to your safe recipient address book.
CIS has completed implementations for 20 years and has many active customers. We
make every effort to assist our customers and welcome feedback at
anytime.
The technical knowledge, expertise, flexibility and of course prompt resolution of Custom Information Services has made me feel confident that no computer technical issue is too small or too critical to be resolved. Their tech support technicians are always ready to go the extra mile and are a real pleasure to work with.
-Office Manager, Private Investment Firm