Our goal is to be a continuous part of the success
of your implementation and the on-going use of the
product suite. We're ready to respond quickly to
any questions or issues you may have. When you contact
our support group, your inquiries are routed via
the following three tiered support system to the
CIC representative best qualified to address your
needs:
Tier 1: Software
Support Representatives
Tier 1 is your traditional and familiar Help
Desk. As part of this tier, our Software Support
Representatives (SSRs) will respond to your
support call or on-line inquiry initially and,
in most cases, will answer your question or
resolve your problem immediately.
Tier 2: Software
Support Analysts
Tier 2 is comprised of our Research Team. Should
the Software Support Analyst (SSA) handling
your request require additional assistance,
our Tier 2 SSAs will step in to provide the
technical resources to resolve your issue as
quickly as possible.
Tier 3: Software
Engineers
Tier 3 is made up of our Issue Resolution Group.
These highly trained Software Engineers focus
only on production software code issues that
have been reported by you through the Tier 1
and Tier 2 processes.
You may communicate with us 24x7 via one of the
following options:
No matter how you choose to interact with us,
rest assured that your support request is of the
utmost importance to us! After your initial contact,
we provide you with updates on the status of the
incident reported through CIC online.
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