Our motto beyond the change reflects our long term dedication to our clients. Where a chain is only as strong as its weakest link, good products become great when completed by a great service. HTWC client and partner competence centre.
Our client and partner competence center is split in three main levels:
1. Helpdesk: Our helpdesk and online ticket generation service where queries, issues and suggestions are recorded in an uncomplicated and speedy manner. The service agent assumes ownership, thus becoming the one stop escalation point for clients and partners.
This includes routing the issue, managing the handling process and proactively providing timely feedback. Additionally, experiences acquired are fed into product and process development organizations.
2. First Level technical support is a team of professional technicians responsible for the three main areas:
- Partner & Client training
- Partner & client issue resolution
97% of issues arising are solved at this level remotely.
3. Second Level technical support is a team of professional technicians responsible for the three main areas:
- Management of product beta testing and alpha testing
- Technical documentation
- Escalation of endemic errors not addressable by first level support resulting in a specific product release, patch or short-term alternative.