So what exactly is Addax Greentree support? In short, it's a service to assist you to get the best out of your investment in your Greentree system. Addax strives to be both responsive and proactive when dealing with your support issues.
We do this through:
- Regularly maintaining the effectiveness of your system
- Managing software updates and releases
- Monitoring your system, to ensure everything is running as it should be
But who deals with your support call once you submit it online or hang up from making the call?
Addax has a specific chain of command for dealing with every issue you log...
The entry point for Support is the Helpdesk team. This is the coalface to so speak and when you initially report a problem or have an issue this is where it begins. Our helpdesk always try and find a comprehensive solution to issues rather than following the band aid approach. Whether we are packaging your system to provide you
with the latest updates, monitoring your system for
potential problems before they occur or planning for unforeseen circumstances we are always looking out for our clients to ensure they have a wonderful experience.
Managing the helpdesk and support team is David Cherny, Addax's Greentree Support Team Leader. David is responsible for the next level of monitoring and control to ensure that any issues are escalated accordingly either when they are first reported or if they are subsequently passed onto another area of the system.
If an issue needs specialist attention David has on hand a group of Greentree consultants to assist on an as needs basis. These are the same consultants who implemented your original system, and they have at their disposal knowledge about your business, along with specific product knowledge that can be utilised when dealing with your support call.
Also available are a range of technical consultants and these including programmers, report writers and, if necessary, IT services.
Sitting above this structure is the senior management team providing client and technical skills management when required. And of course, at all times we have Greentree available and directly accessible to ensure your issue are resolved.
See Also:
Support Logging Process
Tips For Reducing Your Support Costs
Software Support Agreement (SSA) Overview |
