Technical support is an integral benefit of Helix International – we provide personalized, proactive, pre-emptive, predictive— smart support and maintenance. Our belief is that our customers are, and always will be our number one priority. Our goal is to ensure your users can fully utilize these simple yet comprehensive software solutions we have to offer. With 24/7 support we are always available should a question, or issue of concern arise. We will always welcome all questions, comments, and suggestions.
The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones, increasing responsiveness and reducing delays. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. If the sun is shining over a region, be it San Francisco, Paris, Hong Kong, or Sydney, business is being conducted there. That means customers’ requests and communications are coming in quickly and often—and these businesses must meet that demand.
There is no fixed SLA time for each priority. Helix International will try to resolve every Problem Management Report (PMR) on the first interaction, although this is not always possible. The PMRs are worked on according to the agreed severity. It is extremely important that the relevant severity is set for each PMR and that it can be changed, as required. However, it is equally important that you communicate to the Helix International support representative the impact of a problem.
Helix International supports its software and its users with telephone support, web sessions, the Internet, emergency and remote administration services. User questions are most always answered on the first call, by qualified technicians, support team and developers. Software issues are logged and referred to the development team where they are resolved, usually in the next monthly software update. We provide detailed user manuals in electronic format and a robust integrated user help system as part of the basic software. Further, we provide unlimited toll free telephone support, on-site training, and web-based supplemental presentations.
A PMR might not be a severity 1, but it might be causing a significant impact to your organization. If a PMR does not seem to you to be receiving the appropriate attention, the formal escalation process can be used.
The PMR severity and response times are described in this table:
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