Monitoring our customers

France-based technical support

Under our maintenance contract you have unlimited access to our International telephone support centre. 

With over 20 staff and managing 6 languages it has the following missions:

• To help users with common management tasks
• To help administrators modify their setup rules
• To resolve any technical problems
• To guarantee hardware and software functional and technical updates
  
  

As part of our ISO 9001: 2000 quality process we set up:

• Personalised monitoring for each call received
• Despatch of a written report after each call
• 50 000 calls handled per year
• Average time between the initial call and issue resolution less than 3 hours

In 2009, the installation / training evaluation criteria were between 88 and 99% (892 questionnaires processed) and the hot-line evaluation criteria were between 92 and 97% (1,483 questionnaires processed).