There is little or no impact on the customer's normal business operations. Technical Support Analysts open the cases and attempt to resolve the cases. Application Specialists specialize in the product and trouble-shoot and research the cases. Systems Engineers understand the application environment and configuration details. Reports Report Capabilities Customers will be able to run reports on their own cases from eService Central ServiceWare employees and consultants will have access to custom and adhoc reports via the ServiceWare Intranet Scheduled After Hours Support Customers have access to support information via the web 7x24 for self-service.
Assisted service is only available during defined business hours.
While customers may continue to send email requests and faxes, they are not addressed during non-business hours. If a customer attempts to contacts Customer Care during non-business hour via the phone, they will receive a recording reminding them of our business hours and instructions for leaving a message. They will be informed that a Technical Support Analyst will be notified to respond to their call. The technical support analyst will respond to the page within 15 minutes. Once the analyst notifies the customer, the technical support analyst will attempt to resolve Severity 1 and Severity 2 issues or escalate as appropriate.