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Support
Our support process,
much like our integration process, is highly organized and
efficient. Support issues typically relate to four main
categories: 1) software, 2) integration, 3) customer host
system, or 4) user training. By grouping issues into these
categories we are able to identify common problems across users
and customers and thus provide this information as feeder
material during our development process.
Methodology
Our support strategy is made up of three steps:
Step 1: Identification
While CLS knows the most important goal is to correct the issue
quickly, we also realize that it is equally important to fully
identify the problem. Symptoms of an issue can almost always be
corrected quickly, but the root cause must also be resolved. To
help quickly identify problems CLS utilizes its knowledge base
which not only categorizes issues by our software, but also by
customer host system types (BAAN, SAP, etc.), operating system
types (Windows, UNIX, QNX, etc.), network related issues (full
duplexing, etc.) and virus related issues.
Step 2: Resolution Plan
Once the root cause has been identified, we present a plan of
resolution to the customer. This includes a timeframe for
delivery, a risk analysis, and any possible downtime. Most of
our customers have test or development systems, and in these
scenarios, we recommend that the customer do a complete
regression test. We highlight the areas of the system that they
should concentrate on.
Step 3: Rollout
Moving an issue resolution into the production environment
seamlessly is as important as resolving it. We work with our
customers on a suitable window of time for installation, always
recommending that it be done during off-hours or weekends.
Contact us directly if you need support.
Main Phone Numbers
800.407.0280
410.793.0708
support@creativelogistics.com |
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