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During this year Teamware Technical Support has sent a questionnaire to our support customers after each technical incident has been closed, asking for rating of the level of the service and any other feedback about the service. The response has been very positive while we also have to admit that there have been some harder problems to solve along the way.
The solution and incident database is based on the Right-Now-Web system, which makes it possible to handle problem reports, specialist work and development responses around the world in a coordinated way. Also, the status of the incidents is always available for registered support agreement customers and partners.
The web address for Teamware Technical Support is support.teamware.com.
Summary of the ratings for problem resolution (20% response rate):
Figure 1. Teamware Technical Support response/resolution ratings.
Customers can also fill in a feedback questionnaire after Teamware Expert Services delivery - including consultation, planning, installation and training services. The feedback for these expert services has been even better and free-form comments have helped a great deal to correct certain details in the service delivery processes.
Our customer opinions are very important to us and this feedback helps us to improve the quality of Teamware technical services. Please take a couple of minutes time for these questionnaires next time and send your feedback to us.
If you want to find out more about Teamware Support Agreement or Teamware Expert Services, please contact your Teamware sales person or send mail to info@teamware.com.
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