Customer Support Policies
GridSouth Networks is committed to providing world-class support to our customers. We provide comprehensive, reliable, and responsive around-the-clock customer care with the objective that our clients achieve maximum value from our services. In order to increase the quality and decrease the response time required for technical support, we encourage all support requests be submitted through our online ticketing system.
An Effective Support Relationship
The effectiveness of any support interaction depends upon the technical knowledge, problem solving skills and communication skills of both your administrators and our Technical Support Engineers (TSEs). In addition, a good understanding by both parties of their roles and responsibilities is crucial to effective communication. In order to ensure that your experience with GridSouth Networks Technical Support is as effective and efficient as possible, we would like to define these roles and share some best practices that can accelerate the problem-solving process and enhance your customer service experience.
Customer Roles and Responsibilities
GridSouth Networks can work more effectively with your organization by collaborating with a regular set of contacts for technical as well as support contract issues. We define two types of customer contacts, listed below, for every service agreement. Enterprise businesses may have multiple individuals in these roles, while smaller businesses may have one individual who serves in both types of roles.
- Primary Account Administrator - Primary Account Administrators are responsible for authorizing service purchases, upgrades and access authorizations and operate as the point of contact for renewing support agreements. Each customer should have only one Primary Account Administrator
- Technical Support Administrator - Technical Support Administrators are responsible for submitting technical Support Requests and for working with GridSouth Networks Technical Support representatives. TSAs are advised to make a best effort to resolve the issue using available GridSouth Networks self-help support resources before submitting a Support Request. TSAs should be the first line support contact for service end users. Customer end users should work through their TSAs and allow the TSA to communicate with the GridSouth Techncial Support Team.
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