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Collect! Annual Support OverviewMembership has many benefits! Starting Right - 6 minutes 14 MB Everyone at Comtech is committed to the success of our customers. To ensure that success, we offer a wealth of training and support options. All of our resources are available within our Member Center. Members may log in 24 hours a day, 7 days a week. Obtaining a Membership contract for the software that runs your business is a wise plan: you can get fast and efficient answers to your questions on Collect! as they arise, and you can get access to the ideas and enhancements that can increase efficiency, productivity and profitability. Please review our Support Policies and Procedures for an overview of our Technical Support offerings, and how Collect! Members can contact us to address technical issues. Receivables management is a business that relies on two primary things: people and technology. When you get a Membership package with us you reap the rewards of that investment through working with an experienced Technical Support team, regular updates to your software and new features developed at the request of Members just like you. You benefit in many ways when you subscribe to your own Collect! Membership Plan. Whether you're thinking about the latest Credit Reporting guidelines, looking for a new report, have a question you want to post to our Technical Support technicians, or wanting to submit a change request for the software, a Collect! Membership Plan provides you with priority access and support. Please review our Support Policies and Procedures for an overview of our Technical Support offerings, and how Collect! Members can contact us to address technical issues. Your Collect! Membership Plan gives you:
Technical Support Tiers DefinedSupport tickets are escalated along the following hierarchy. Please note that our clients are to follow the process at http://www.collect.org/whatissupport.html to log support tickets and obtain technical support. 1st Level SupportThe first group of support technicians who receive a ticket. This technician attempts to provide client with needed information, resolve the problems, or provide specific service. This tier covers the following:
First level support will escalate tickets to second level support if the ticket will take more than 15 minutes or if they are unable to resolve. 2nd Level Support((Requires Project Management Protocols if estimated time is over 2 hours or is critical to client operation (writeback report, contact plan changes, etc.)) 2nd Level Support is assigned to technical specialists handling support tickets that are complex, billable, and/or have a longer duration for resolution (15 minutes or more). This level consists of a technician providing the following:
Second level support will escalate tickets to third level support after troubleshooting if they are unable to resolve the call. 3rd Level Support - Implementation and Development(Requires Project Management Protocols at all times) Tickets are assigned to this tier only when the problem cannot be resolved by the first or second level of technical support. 3rd level includes:
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Collect! is affordable and it is the most powerful and flexible software I have seen.