Issue Escalation Process and How We Track and Resolve Problems
The Customer Support Team is a team of engineers that focuses on providing customer support. The team works on delivering critical fixes within a reasonable timeframe. The team optionally maintains a replica of the build deployed at customer sites to ensure that any issue can quickly be reproduced and the fix tested within a short period of time. No time is lost trying to recreate deployment setups used at customer locations.
Also, we allow you to procure dedicated support resources based onshore or offshore. And we have partners who are experts in our system and can be leveraged for further support as needed.