User:Shawndouglas/sandbox/sublevel9

Account management basics

Please describe how accounts are established with your organization and what level of visibility clients and their authorized users will have into account details, including service metrics, security metrics, and various account logs.

Support basics

Please describe your organizational approach to client support and how that support is structured, including the processes and mechanisms for handling client inquiries and issues. Describe the communication mechanisms primarily and secondarily used for support, including mailed documentation, phone calls, electronic communication, and face-to-face communication. Explain how the escalation process for inquiries and reported issues should be handled.

Help desk and support ticketing

Please indicate what help desk or ticketing functionality is available for clients having issues with the LIMS solution and any related services (e.g., if SaaS). Describe how clients should go about using such tools to initiate the support process. Do clients receive comprehensive downtime support in the case of solution or service downtime?

Availability, provisioning, and responsiveness

Please indicate the availability of your organization's support services, including hours offered. Also indicate who is provisioning the service, whether it's in-house or a third party, and from where the service is provisioned. Note whether or not support services change hands at any point. Finally, describe how support quality is guaranteed at all times, including any guarantees on responsiveness.

Client satisfaction

Please describe how your organization measures and reports (including frequency) client satisfaction with support, account, and overall services. Describe how deficiencies in client satisfaction are addressed and resolved within the organization.

Ancillary services

Please indicate whether or not your organization provides value-added support services, and if so what type. Can a dedicated account manager with sufficient technical knowledge be provided, and if so, at what cost?