|
||||||||||||||
|
||||||||||||||
 |
||||||||||||||
|
EasyRun Support Philosophy
In Customer Support we recognize that customers expect software products to provide solutions to their business problems. The reality is that software products alone cannot accomplish this - it takes people and processes to provide a complete solution. The purpose of EasyRun's Customer Support is to support the dealers who, in-turn, support the end users, by providing the technical resources required for successful implementation and utilization of our software products. We aim to provide our customers with a level of support excellence that exceeds their expectations and distinguishes EasyRun in the marketplace. EasyRun Worldwide Customer Support Charter • We are committed to responding to customers in a timely manner • We are always professional and treat every customer with courtesy and respect • We are advocates, within EasyRun, for product quality and customer satisfaction • We honor our commitments and are accountable for our actions • We base our success on our customers' standards, not ours • Each customer issue enables us to improve our product and service EasyRun Partner Eligibility You are eligible to use EasyRun Customer Support if you are: • A certified EasyRun partner (according to the "distribution agreement") • An EPICCenter certified technician (according to the EasyRun certification program) • Using EasyRun products and versions that are currently supported by EasyRun's Customer Support Support Offer Standard support offer: • Availability via Web, Phone and E-mail during normal business hours • Web support tools (tools, fixes downloads) • Maintenance and upgrades • Escalation processes • Free participation in web seminars • Free 2 days training for one technician in an EasyRun training center EasyRun Partner's Responsibility We expect our EasyRun partners, to be able to install, design and implement the EPICCenter product suite, and to give first tier support to their customers. In addition, we expect that technicians will be certified in the EasyRun certification program and will refresh and expand their knowledge of the EasyRun product suite as needed |
||||||||||||||
