System Support & Maintenance

Customer satisfaction is our number one priority. Our system support services are provided by an in-house software expert team that ensures customers receive reliable and accurate solutions in a timely manner. CIPPlanner provides various tools to help customers gain product knowledge and quickly find solutions to their problems. This includes context-sensitive online help, user reference manuals, technical administrator guides, and training manuals. We also provide clients with customized training manuals on an as-needed basis. System support is also powered by CIPAce™ technology to facilitate the communications, project schedule management, document versioning, and issue logging among project team members, following the recommended method for system support services. CIPPlanner keeps record of all client contacts, their support requests, and continuously monitors the progress and tracking of the history and resolution of individual support requests.

In addition to system support, product support, bug fixing, in-scope enhancements, and regular product version upgrades are also covered by the annual “Support and Maintenance” contract with CIPPlanner.

Normal Support Service

When time allows, our typical issue resolution service requests are responded to within the same working day, and status updates are provided within 24 hours. Unlimited on-going product support may be requested via our support phone number or email within the duration of the “Support and Maintenance” agreement. All support requests are tracked internally utilizing the Issues Module of CIPAce™.

Support Levels

Level 1 Support

A customer may report a problem via phone or email to our general support center. Level 1 support resolves minor issues that prevent customers from using the software to perform daily duties. The issue is immediately logged and assigned a case number. Most issues are updated and resolved within 24 hours.

Level 2 Support

If our Level 1 support center cannot resolve the issue, or if the issue cannot be resolved within 24 hours, the issue is automatically escalated to our Level 2 Support. This support level consists of a team of senior product engineers. An engineer will be assigned to the case and proceed to understand the nature of the issue. A patch or full correction will be provided within a reasonable time to resolve the issue.

Level 3 Support

If an issue is catastrophic in nature, our Level 3 Rapid Response support team, consisting of engineers from all functional development groups, will be assembled to form a solution or necessary course of action as soon as possible.

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