Primac® 's Customer
Support is designed for user convenience and
accessibility. Normally, calls for assistance are made
via telephone to our Customer Response Center in Dallas,
Texas. To provide an additional level of assistance,
Primac® offers an additional channel of support through
the Users Section of our web site.
The Customer Response Center provides telephone assistance
Monday through Friday, 7 AM to 6 PM, Central. Calls
for support or service are answered by trained Customer
Support Specialists who work with you to determine the
problem and get the answers, whether this involves minor
research or the involvement of the Technical Engineering
staff.
The Customer Support Team has tools to aid them in
providing support assistance. All calls are logged in
Primac® ’s call base system. The Support Specialist
has access to each client’s history, including
system description, all modules installed and active,
and previously placed calls. When the need arises, the
Specialist has direct access to the client’s system
via modem and can look at the error message and events
as they happen.
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Customer
Support is inclusive in the proposal’s Primac® Maintenance
Release Agreement (PMR). The PMR provides a blanket warranty
plus an eighteen-hour pool of man-hours per year that
the client can apply to items not covered by the warranty.
Telephone services are provided for the Primac® applications,
Informix’s NRDBMS, SB Client®, ODBC, operating
systems, and hardware platforms acquired from Primac® Systems. For specific support coverage, refer to PMR agreement. |
About
Primac® 