Choice
provides extensive Customer Support to insure that our programs provide you with
maximum value for your investment. Just as you wouldn't buy a car and never
change the oil, you wouldn't buy software that you and your business will come
to depend on as an integral part of your workday without planning for
maintenance and upgrades.
Toll-Free
access to our trained support staff who are able to answer your questions about
how to operate the Choice software and get the most out of these powerful
programs. Regular software updates which improve the various Choice programs
and often provide valuable new features. Custom report creation. If you
don't find a report that suits you, call our Help Desk with a description of
your request. Be prepared to fax a sketch of the report layout and our Support
Specialists will be happy to log your request and provide you with quotes.
EDI
Trading Partner connectivity. Just call our Help Desk for assistance with
setting up your EDI Trading Partners. If your Trading Partner does EDI using
ANSI X.12 and does not appear on our software list of EDI vendors, our EDI
specialists will:
- Write a custom EDI
login script, if necessary.
- Test EDI
communications with your new Trading Partner to insure PO's, Confirmations,
Catalogs, and Invoices are being exchanged correctly.
- Send you a new EDI
Trading Partner database.
If
you want to do business with another company and they don't do EDI, Choice can
equip them with a state-of-the-art EDI Communications System.
Customer Support Options
For IntelliOrder® Support
Plans
For following Systems;
Choice RSVP®, Choice Echo®, & Choice Dimension21®
There are three support
levels for our software packages. They are: Web Support, Standard Support, and
Priority Service.
Web Support includes unlimited email support, Internet download of software as
available, and remote control diagnostics software. This support level is
considered the lowest support level, therefore customers paying for Standard or
Priority Service will receive a higher weighted value in the call ticket queue.
Standard Support includes Web Support plus unlimited toll-free phone support from
8:00 am – 5:00 pm Monday – Friday, in
your facility’s time zone, mailing of software upgrades (this does not include
shipping and handling charges) and increased weighted value in the call ticket
queue over Web Supported tickets of the same urgency. Choice Systems Inc.’s
hours are from 8:00 am – 5:00 pm Monday – Friday Eastern. If your facility
calls after 5:00 pm Eastern, you will need to follow the instructions on the
voice messaging system and a customer support representative will attempt to
call you back within two hours from the time the message was left. The customer
support representative will work with your facility to try and resolve the issue
within the time frame as stated in the
Customer Support Resolution Guidelines. If the call is placed to Customer
Support after 5:00 pm in your facility’s
time zone, your call will be returned the next business day.
Priority Service
includes Standard Support plus coverage for 24 hour/7 days a week
emergency support as well as increased weighted value in the call ticket
queue over Standard and Web supported tickets of the same urgency. If your
facility calls after 5:00 pm Eastern, you will need to follow the instructions
on the voice messaging system and a customer support representative will attempt
to call you back within two hours from the time the message was left. The
customer support representative will work with your facility to try and resolve
the issue within the time frame as stated in the
Customer Support Resolution Guidelines.
If none of the above
services meet the needs of your facility, customized services are available upon
request.
When a problem occurs in
a Choice Systems, Inc. software package and you call into Customer Support, the
problem is logged into a problem tracking software package and assigned an
urgency level. There are three urgency levels:
Associate
Access
