We pride ourselves on providing the finest customer support in the industry. Customer service personnel are available twenty-four hours-a-day, seven days a week, three hundred sixty five days a year. To insure the best support, customer service personnel and programmers have dedicated computers in their homes, most with direct, high speed connections to our systems. This allows them to respond quickly, day or night, to any situation. The ability of our employees to access our systems 24 hours a day provides quick, accurate, and effective responses to any request.
We provide level-3 support on all calls. Each call is answered by a staff member and immediately directed to the appropriate customer service, technical contact, or programmer. All customer service personnel are responsible for resolving the issue while the customer is on the phone. We have no need for a structured formal escalation procedure, since all our customer service personnel provide level-3 support. However, if for any reason you are not satisfied with the response provided, you may ask to be transferred to any employee, including our President, Bob Schmidt.
Our customer service staff takes a proactive approach in contacting customers if an error occurs. All systems are monitored twenty-four hours a day, seven days a week, three hundred sixty five days per year. Any issues discovered by the automated monitoring software are reported to hot screens in "Recover" for immediate resolution by customer support staff. Notification of errors can also be sent to your designated personnel via email or fax based on customer-defined criteria.