Pilgrim's Maintenance and Support

From PilgrimSoftware.com

Services (used to be support)
Pilgrim's Maintenance and Support
By
Aug 2, 2005, 12:10

Pilgrim Software’s Technical Support group provides unmatched quality of service through its Customer-First focus. Detailed, accurate support means that Pilgrim can resolve customer inquiries on the first call, eliminating the need for additional service calls and lowering support costs.

Adherence to Total Contact Ownership, an industry best practice, guarantees that Pilgrim’s expert consultants take full responsibility for all calls and are dedicated to 100% customer satisfaction. No one else offers this level of commitment and support:

    •   97.2%    Direct response rate
    •   85%       First call resolutions
    •   94%     Grade for customer satisfaction
    •   90%       Answered without escalation
    •   100%     Our support experts participate in rigorous training to
                       ensure superb performance

Maintenance and Support

Our standard annual maintenance and support program is designed to help each and every customer with the required software and technical support to maximize the investment they have made in the application. This annual maintenance and support program provides our customers software updates, upgrades and unlimited technical support.

    •   A comprehensive, multi-tier support model for problem resolutions
                Ensures quick and effective resolution
    •   Skill-based routing for phone support:
                Ensures you are always connected to the expert most
               qualified to address your concern
    •   Your installation team is your support team:
                Ensures appropriate perspective of your organization for most
                effective support
    •   Software tools for remote access:
                Ensure your concerns are solved in real-time, even from a
                distance
    •   Recorded support sessions:
                Ensure essential issues are captured and accessible for later
                analysis

Pilgrim offers multiple levels of maintenance and support for our out-of-the box solutions. Customers choose the level that most appropriately meets their needs:

    1.   Standard – Software upgrades, service packs, hot fixes and
          standard technical support
    2.   Premium – The Standard services, with extended support
           offerings and time coverage
    3.   Extended – Hot fixes and technical support for product versions
           out of lifecycle

Our extensive on-line support offers businesses the benefits of all of Pilgrim’s technical support services just when it is needed:

    •   Peer discussion forums and FAQ
    •   Full text-search knowledge base
    •   White papers
    •   Product details
    •   On-line support request submissions
    •   Product updates, release schedule announcements
    •   Training center
    •   Client-specific reports
    •   Downloads, patches and upgrades
    •   Access to support history
    •   One-line chat for support