Once a product or system has been delivered, the software is officially in
"support mode". Typically, the system is being used, it is solving problems,
and is doing the heavy lifting it was designed to do. But just because the
software is "done" doesn't necessarily mean Custom Configurators is done.
Most of the time our clients retain us for some period after a system is
delivered. During this period, we fix problems, make changes, and answer
questions. Software can be complex and even with the most prepared Delivery
plans, issues come up.
Our Commitment to Support is One of Our Greatest Strengths
Our commitment to Support is one of Custom Configurators's greatest strengths
and a strength that causes our clients to come back time and time again. Support
is about quickly finding and fixing problems. Support is about redirecting a
design that didn't quite work the way everyone thought it might. It means making
quick course corrections to ensure that the user acceptance is as high as possible.
No Blame Culture
Support means resolving problems without the blame mentality that is so
prevalent in the software development industry. Blaming the client, the
developer, the hardware, the network, or the user for a problem is counterproductive.
It shifts the focus away from solving the problem. A culture of blame means a
slower problem resolution cycle and more frustrated users. Conversely, a culture
of resolution emphasizes that solving the problem comes first. At Custom
Configurators, our maintenance philosophy of no fault problem resolution is
another hallmark of our Client Service Methodology.
Great Software Support Tools
Custom Configurators has built several sophisticated software tools that
integrate you with our development team to ensure that problems are identified,
triaged, and corrected quickly. And by "quickly", we mean as fast as real time,
or within minutes or hours, never days and weeks. At Custom Configurators, we
emphasize rapid response in everything we do. Our business is structured around
it. Using our Compass tracking system, we can be notified in seconds if a
problem warrants such quick response. Using our DecisionIM Live Help messaging
product that embeds into our software products means giving users immediate access,
in real time, to our development team. Messaging conversations are tracked by
Compass, monitored by project managers, and provide exceptional information
about the user's problems. And our new DecisionAlert user notification system
provides notification emails for news, updates, tips, maintenance, and critical
communications, all structured and formal, without missing anyone that needs to
Level 1 and 2 Technical Support
Support is about providing Level 1 Help Desk support for those companies that
have no formal help desk or for companies that prefer to outsource it. It is also
about providing Level 2 technical support for those larger companies that have
Help Desks as the first line of user interaction.
Service Level Agreements
Finally, Support is providing adaptive Service Level Agreements that give
you peace of mind that we will be available for immediate response should it
be necessary, but not using a full time call center that costs money when not
actually used. We use a Just-In-Time help desk model that keeps costs low and
provides the highest quality response.