Support Process

When you've got a problem in your contact center, there are only two things on your mind: Getting the problem fixed and, getting it fixed NOW. 

At PSS, we work hard to make sure we consistently provide great service to all of our customers, all of the time. We measure everything we can and watch it like a hawk to make sure we keep getting better.

Getting ready
We can provide you with an estimated cost to support your IVR, CTI, or PBX system soon after we gather some information about your systems. We analyze the type of systems you have, their size, location, an overview of the applications running on them, and an overview of the external systems they're connected to. In most cases we can turn around a quote within 48 hours based on the information you provide.

Rolling up our sleeves
Next, we roll up our sleeves and get to work. We'll get all the stakeholders together and make sure everyone knows how to report a case to us and what will happen when they do:

• Call our support number and a live person will answer the call 24x7x365
• It will be a technical person who can start working your case immediately
• We'll immediately open a service call and give you the call ID so you can track it online or whenever you contact us
• We'll review the kind of information that's helpful to have available when you place a call. This will accelerate the process and help us start diagnosing the problem more quickly.

We’re underway
By default, we treat every customer case with Level 1 outage priority until we assess the problem and the customer agrees that we can downgrade its severity. We automatically escalate Level 1 issues as follows:

• Escalate to PSS’s COO if unresolved after 4 hours
• Escalate to PSS’s CTO if unresolved after 8 hours
• Escalate to PSS’s President if unresolved after 12 hours

This aggressive escalation process is triggered by internal procedures--we don't wait for you to complain before we bring customer issues to the attention of senior executives in our company. Since we don't hesitate to escalate 24x7x365, this keeps us all really focused on resolving our high priority cases as quickly as humanly possible. 

We'll also introduce everyone to the lead support engineer assigned to your system. This person will become the resident expert on your system, applications, and architecture within PSS. Your lead support engineer will be responsible for reviewing and verifying the details of everything we support in your environment. We'll verify and record into our database the system type, version numbers, operating systems, processor types, and a long list of other details that will come in handy down the road. We'll also discuss how to get both remote and physical access to your systems so everything is in place for the first service call. 

The PSS difference: The highest quality of service
Once we've got everything kicked off properly, there are several things we do to ensure that we assure a high level of service.

• We staff our 24x7x365 support appropriately and manage our incoming queue of cases with a multi-tier rollover process to ensure that we always have a live professional available to answer new calls.
• Whoever takes a call will continue to work a call from start to finish, so we maintain a clear sense of ownership and responsibility for solving your problem.
• If the engineer working a call needs assistance, they get on the phone immediately and continue working the issue until it's resolved.
• We treat every issue as a Level 1 outage priority until you tell us it's not. This way we never close a case prematurely which helps maintain service quality for everyone.
• We automatically escalate unresolved issues very quickly. We also remind our customers that the escalation process isn't just for open cases. Any time a customer isn't delighted with the level of service we provide, our executives want to hear about it.