At the heart of the Gartman's support structure is a Help Desk to serve as the focal point between our customers and Gartman. The Help Desk, together with the DMS Liaison, form the critical Tier 1 of this support structure. The Help Desk's primary role is to provide a centralized point for the receipt of customer requests, and to ensure customer requests are processed efficiently. The Help Desk will process customer calls received via telephone, voice mail and facsimile from 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, weekends and holidays excluded. (Reference the 24-Hour Support Services section of this Agreement for a description of support services during non-standard business hours).
When possible, requests will be resolved at the Help Desk. When the Help Desk cannot resolve the call, it will be recorded to include a description of the problem, inquiry or service request. A unique identification number will be assigned for tracking purposes, and the call will be prioritized based on established prioritization criteria. The tracking number and priority will be communicated to the customer at the time the request is recorded.
Gartman has developed a call prioritization methodology aimed at objectively evaluating each call, and assigning a priority relative to its impact on mission critical functions. The Help Desk prioritizes all customer requests as Priority 1, Priority 2 or Priority 3:
Priority 1. In general, these calls are limited to error conditions requiring prompt resolution of a problem affecting a critical business function (e.g., a system message requiring a response, a pricing problem affecting multiple customers, etc.).
Priority 2. These calls include application errors or requests for assistance not affecting critical business functions (e.g., an intermittent printing problem, a request for instruction in using a system function, etc.).
Priority 3. These calls represent requests subject to compensation, such as software upgrade, supplementary, training and documentation services requiring a service quote prior to initiating work. (Reference the applicable sections of this Agreement for a description of these services).
Customer requests not resolved at the Help Desk are processed as support or service calls by the appropriate Gartman personnel. The Help Desk oversees the customer request management process, and is kept abreast of the status of outstanding requests by the individual(s) responsible for its resolution. Gartman processes requests on a first-come, first-served basis within priority category. Routine progress reports are made on outstanding requests, and customers are notified upon resolution of a support issue.
Reference the 24-Hour Support Services section of this Agreement for a description of service mechanisms during the non-standard business hours of 5:01 p.m. to 7:59 a.m. Central Standard Time, Sunday through Saturday, holidays inclusive.
The following steps should be taken when requesting services or assistance during the standard business hours of 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday:
|Step 1 ||The individual experiencing the problem or requesting the service assembles all relevant facts and information prior to placing the call. |
|Step 2 ||The customer contacts their DMS Liaison to define the request and provide associated information. |
|Step 3 ||The DMS Liaison calls the toll-free support line; If all Help Desk consultants or toll-free support lines are busy, the call is directed to voice mail. The customer leaves their name, a telephone number, and a brief message indicating the nature of the request. Alternatively, a completed Software Problem or Service Request form and associated documentation may be faxed to the Gartman Help Desk at (870) 942-7811. |
|Step 4 ||Upon receipt of a problem report or request, the Help Desk attempts to resolve the request. If the request is determined to be outside the scope of this Agreement, the Help Desk attempts to direct the customer to an appropriate support resource. |
|Step 5 ||If resolution of a request is not possible, the Help Desk records the request and associated information, then prioritizes the call. Priority 1 and 2 calls not resolved at the Help Desk are processed according to the service mechanisms defined in the Support Programming Services section of this Agreement. Priority 3 calls are processed according to the procedures defined in the Supplementary, Software Upgrade, Documentation and Communication or Training Services section of this Agreement, as appropriate. |
|Step 6 ||Any change in the status of an open call us communicated in a timely manner, and the customer is informed of problem resolution as soon as the error has been corrected and the system is again operational. |
|Step 7 ||The Help Desk monitors all open calls for follow-up and resolution, escalating the call to the Gartman Management Team, if necessary. |
Initial Contact. Every attempt will be made to respond to calls placed to the Help Desk as the call comes in; however, when all Help Desk consultants or toll-free support lines are busy, the call will be directed to voice mail. Customer calls placed via voice mail or facsimile will be recorded, and initial customer contact will be attempted within two hours of receipt. Actual contact will depend upon whether the customer is available to accept or return the call. If the customer does not answer, a voice mail message will be left, if possible. If unsuccessful, an additional attempt to contact the customer will be made approximately 15 minutes after the original attempt, and again 15 minutes later.
Initial Problem Diagnosis and Resolution. The Help Desk will provide an initial diagnosis and attempt resolution of a request at the time of customer contact. If additional research is necessary, Priority 1 calls will be diagnosed and resolved or submitted to Software Support Programming within two business hours of customer contact. Priority 2 calls will be diagnosed and resolved or submitted to Software Support Programming within 16 business hours of customer contact.
Quote Development. Priority 3 calls will be recorded and submitted to the appropriate support personnel for further definition and quote development within 8 business hours of customer contact. The request will be defined and a quote for products and services will be submitted within 30 business days of receipt.
Status Updates. For Priority 1 calls, an attempt to communicate to the customer any change in status will be made as the change occurs or on a daily basis, whichever is shorter. For priority 2 and 3 calls, an attempt to communicate change in status will be made as the change occurs or on a weekly basis, whichever is shorter.
Quality Assurance. At least 30% of the customer base will be randomly surveyed to determine perception of service quality for specific support requests. The results of these random surveys will be made available to the Gartman Management Team. Service quality and specific steps designed to address any deficiencies will be discussed with the DMS Steering Committee.