Support

Taking customer service to the next level

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Premium Support

Premium Support is an upgraded level of support that reduces both the likelihood and the impact of IT issues with your Macola deployment. Premium Support offers benefits in three key categories:

One-on-one support

Each Premium Support customer receives a carefully matched Technical Account Manager (TAM), who is a highly skilled representative with deep expertise in areas relevant to their assigned customers. This TAM becomes the single point of contact for support and spends time to understand each Premium Support customer's IT environment - acting both as a support resource as well as a facilitator of all support activities. In addition to creating a custom support plan for each premium support customer, the TAM monitors the health of the customer's deployment and performs custom reporting and analytics. As of January 2015, TAM representatives have an average of 16 years of experience at Macola - so you can rest easy knowing you are in good hands.

Includes "support plus" services

Each Premium Support customer is also entitled to Support Plus services delivered by the support organization. These services can include items such as changes or modifications to reports, forms, and scripts, Data manipulation or correction, or Extensive training on application processes.

Enhanced service levels

We know that problems don't just occur during normal business hours. In fact, it is typical to do system maintenance and upgrades after typical work hours or on weekends. Because of that, Premium Support customers receive access to extended support hours to provide a support "safety net" when rolling out critical upgrades, enhancements, and other maintenance operations. Premium Support customers receive top priority call-back times for critical issues with proactive problem management and status updates.