|
Dear OptimalTest Customer,
Our comprehensive services are designed to help you successfully implement, operate
and receive ongoing benefits from your OptimalTest test management solutions. Dedicated
to helping you achieve your business goals and operational excellence, OptimalTest
partners closely with you from planning through delivery and installation.
To ensure
successful deployment as well as on-going support, we offer:
OptimalTest global Customer Support consists of technical professionals located
in Regional Support Centers to provide on-site timely support. The Regional Customer
Support team members are trained and certified OptimalTest local Application Engineers
and Product Specialists. These centers provide three tiers of service:
Tier I support
is provided by our Application Engineers, who coach customer operators on-site.
Tier II support is provided by Product Specialists who respond to customer requests
via telephone, e-mail and Support Portal logging. All customer requests are logged
and managed in OptimalTest’s CRM system, the SupportForce, which is managed centrally
by the Tech Center at OptimalTest headquarters. The Tech Center acts as a single
point of coordination for reporting and tracking customer issues, handling all facets
of trouble-ticket management — including initial issue logging, ticket assignment,
status reporting, internal and external escalations, and general coordination through
to ticket closure.
Tier III support includes the Tech Center team of Product Experts,
who are available to the Regional Support Center teams. For more details regarding
how to contact the Tech Center, please refer to the Support Contact List.
Tier IV involves our Research & Development group, who are senior technology engineers and experts in testing.
This team assists the
entire customer support group in an advisory role to resolve complex integration
issues. Resolutions are stored in a case-resolution database. This Case based Resolutions
system enables our collective knowledge and experience to be shared with our entire
customer support organization.
OptimalTest offer a choice of Service Level Agreement Plans to meet the different
needs of customers. The two support plans, Gold and Silver, cover both hardware
and software. They are distinguished by specific features such as Help Desk availability
hours (24X7 or 8X5), phone response time, software recovery time, and on-site support
availability.
For more information regarding our Support Plans, contact your OptimalTest
Account Manager.
Education plays a vital role in any implementation. Our goal is to transfer the
appropriate knowledge to your operators and engineers, enabling your organization
to achieve maximum benefit. Our Knowledge Transfer consists of:
- Comprehensive on-line
help, translated to your local language (optional)
- On-Site Physical Classroom. Our
professional instructors deliver in-depth, technical knowledge and skills to help
you maximize your OptimalTest test management solutions. Your users will learn not
only how to use the solution, but also how to get the most out of it in your unique
environment. After completing the training, participants are acknowledged as OptimalTest
Certified.
- Knowledge-Base. We share our rich collection of expertise and operational
tips from real-life learning to help you create your own solutions, thus shortening
time-to- resolution and increasing efficiency.
A dedicated team of integration experts handle our solutions deployment process.
Our deployment services can go beyond integration and cover the entire product lifecycle
to help you plan, implement, integrate, and operate your solutions even more efficiently.
The deployment process starts with a comprehensive site survey and gap analysis,
followed by installation, integration and proliferation, customized to your organization.
Please login our secured Customer Support domain.
Your call will be registered in our CRM system and our expert will respond promptly.
Please check the following settings in your internet explorer browser:
Go to:
Tools > Internet Options > Privacy > Sites
Write:
salesforce.com Click: Allow > OK > OK
Try to login again
|
Always at your service
|
|
