Support: Overview

The complexity of today’s IT, Telecommunications and CTI infrastructures often leads to unnecessary periods of down time while an issue is identified and the correct support personnel are notified. CCS prides itself in being able to help organizations determine the root cause of a problem and taking the necessary steps to get the customer back up and running in a timely manner, even if it is determined the issue is not under the realm of CCS.

CCS possesses a wide range of skill sets within our support organization, which help lead to quicker resolution times for Critical outages. Any new reported problem ticket will be routed to the proper support resource the first time to avoid any delays in achieving resolution.

What does a CCS provided Support Contract gain the end customer? There are many aspects of support, including:

• Following up after installation
• Troubleshooting simple or complex problems
• Single point of contact for all vendors Cothern implements
• Answering informational questions
• Distributing recommended upgrades and documentation
• Period system health checks with distributed reports detailing our findings
• The satisfaction that your peace of mind is our emphasis

Support has two priorities:

• Correcting the current problem with minimal disruption of the application
• Determining the cause of the problem so it may be prevented in the future
• Providing a system health check to proactively correct any unforeseen issues

Unfortunately, these priorities are sometimes in conflict with each other. The customer and support technician will come to a mutual decision on the type of support that will be given.

As part of CCS Inc.'s support commitment, we will provide an escalation path in the event an issue needs extra attention from any party involved in the investigation/resolution of the customer’s problem.