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| Customer
Support |
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Strategy Companion is committed to
providing superior customer service. As part of that
commitment, we continually seek ways of improving performance
in handling our customer’s technical support needs.
Strategy Companion’s Customer Support organization
addresses the needs and problems raised by our customers
on an ongoing basis. |
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| Staffed with highly
trained support engineers, equipped with the right tools,
and supported by a rapid-response infrastructure and company
culture, Strategy Companion is ready to resolve customer
questions and problems quickly and professionally. |
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Levels
of Service |
North
America |
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Level
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Description |
Access: Phone, Email |
Gold |
Access: Phone, Email,
Customer Support Portal |
Platinum |
Access: Phone, Email,
Customer Support Portal
Dedicated Customer Account Manager (DCAM)
Weekly Review of Outstanding Customer Requests
Access to Beta Releases
Membership in Product Steering Committee |
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Global (North
America excluded) |
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Level
|
Description |
Access: Phone, Email |
Platinum |
Access: Phone, Email,
Dedicated Customer Account Manager (DCAM)
Weekly Review of Outstanding Customer Requests |
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* A Dedicated Customer
Account Manager (DCAM) is a designated, specific individual
responsible for ensuring customer satisfaction throughout
all facets of a customer’s interactions with Strategy Companion
and our products. The DCAM is the designated point of contact
for the customer to Strategy Companion. Part of the responsibility
of a DCAM is a weekly review with the customer of all outstanding
Service Requests. The Customer Support Portal provides
customers with read-only access to their Customer Service
Requests. Information about each request is available including
Request ID, Status, Priority, Type of Request, Contact
Person, Issued Date, Due Date, and more. |
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Ensuring the commitment to
customer satisfaction, you can attain quick services via
e-mail or telephone: |
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E-Mail Support: |
Technical Support can be accessed
via electronic mail. Email requests should describe the
problem and if possible include screenshots and any error
messages or error codes that may be visible. The email
address for support is
Customers with Platinum support should email their Dedicated
Customer Account Manager (DCAM). |
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Telephone Support: |
Customer Support is also available
by telephone to receive technical support requests. A Customer
Support Engineer, specializing in Strategy Companion’s
products, will answer the call and address customer requests. |
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