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Customer Care Center Mission Statement: (top)
The Customer Care Center mission is to record customer problems and facilitate technical support for the D I S user community from one central point.
Customer Care Center Objectives: (top)
Provide to D I S customers the fastest possible problem resolutions.
Provide problem resolutions that are consistent, accurate, timely, and take full advantage of the various skills of all resources available.
Log data on all problems for improved tracking, which allows for better management of available resources.
Function as a dispatcher receiving all calls from the technicians and
after receiving a call, logging the call into the Customer Care Center
database and assigning it to a technician.
The Customer Care Center mission is to record customer problems and facilitate technical support for the D I S user community from one central point.
Customer Care Center Priority Statuses: (top)
Priority 1 Calls - are defined as a system down situation. The customer is unable to use the product, which has a critical impact on operations. No backup/alternative system is available.
Response Time: One hour during prime shift and two hours off shift.
Follow up (if requested/required): with customer every four hours.
Priority 2 Calls - are defined as operations being severely restricted by the problem with the customer able to use the product to some extent.
Response Time: One hour during prime shift and two hours during off shift.
Follow up (if requested/required): with customer daily.
Priority 3 Calls - are defined as the customer is able to use the product with some restrictions on the function that is available. These restrictions do have an impact on the customer's overall operation.
Response Time: Two hours during prime shift and four hours during off shift.
Follow up (if requested/required): when progress has been made.
Priority 4 Calls - are defined as requests for new products or services or enhancement of existing services where there is no disruption or impairment of systems or access.
Response Time: Two hours during prime shift and next business day during off shift.
Follow up (if requested/required): when progress has been made.
Priority 5 Calls - are defined as longer term activities such as projects or long term monitoring of services which are outside of routine service windows.
Response time: None required.
Follow up: when work has been completed or progress has been made on the project.
Hours of Operation: (top)
The Customer Care Center will provide a central location for technical support/assistance.
The Call Center hours are from 07:00 AM to 05:00 PM Monday-Friday. The Data Center Operations staff answers the Call Center phone after normal business hours, on weekends, and on holidays.
Send your comments on this policy to Ed Berry.
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