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| Pilgrim's Maintenance and Support |
Pilgrim Softwares 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 Pilgrims 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
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 Pilgrims 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
E-mail
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