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ACCOUNT MANAGEMENT TEAM
Our account management team will look after you through the entirety of the contract, not just the onboarding, offering a broad range of services, such as platform tool development, day-to-day management/reporting and tech support. You will have a central contact person that works as an extension of your team to make sure our platform meets your business objectives and agreed KPI’s.
TECHNICAL SUPPORT DESK
In addition to our account management team, technical support is available 24/7/365 via email ticket or 9am to 6pm (GMT) for live support. Support hours can be extended by request. The team will usually provide 2nd or 3rd tier support behind an existing IT support function. Requests are usually very few and careful tracking of tickets allows any challenges to be reduced even further. Support tickets are carefully monitored and reviewed to identify the root cause and issue a fix (i.e. training, service update, content update or remedial code fix).
Over the next year, we will be rolling out our new online help centre that will provide forums allowing communities of users to share best practice, tips and tricks. Additionally, for those that want a bit more training support, there will be a range of how-to videos and Q&A for developers, managers and users.
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