Typically an urgent call is returned within an hour by a TSE who will assess the problem and begin the troubleshooting process. Support requests sent by email after hours will also be responded to the following business day. Once the information is gathered by the TSE, the incident is assigned a priority level. The TSE also prepares a resolution plan. Sometimes a problem occurs due to internal operational issues that may exist within the client's firm, insufficient training, or employee turnover.
Many businesses today face the challenge of employee turnover and loss of expertise.
In order to reduce the time and expense of training new employees, the HNC Professional Services team is available to provide on-site HNC product training.