We do customer support a little differently.
When your operations are down, you need more than a customer support guarantee. You need a customer support attitude.
At Quintiq, we take responsibility for problems and fix them – no matter who or what caused the issue. Here’s how strongly we feel about giving our customers the outstanding support they deserve.
The comfort of local support
You are supported by people you know – and who know your operations intimately
The Quintiq consultants who implemented your solution are also involved in supporting it. Instead of speaking to a stranger across the world, you have direct access to experts with first-hand knowledge of your unique environment.
If an incident occurs after local business hours, Quintiq Global Support is there for you too.
The reassurance of anytime, anywhere 24/7 global support
Your incident gets the attention it needs – no matter when it occurs
Our offices in the US, Netherlands, Australia and Malaysia provide 24/7 ‘follow the sun’ support in English.
All our support consultants have immediate access to a knowledge base with details of your specific implementation. All urgent issues are escalated according to your Service Level Agreement. We do not rest until you are completely happy.
The freedom to choose exactly what you need
You choose the support you need
With Quintiq, you can choose the level of service – Gold, Silver or Bronze – that best suits your environment. We also provide Platinum Support for customers who need customized services and dedicated support consultants.
An Annual Value Scan is free with certain service levels, and available to all customers. The scan helps our customers maximize returns by examining how they are using the solution, and identifying additional business benefits.
Our service levels help you avoid paying for something you do not need. Whichever service level you select, one thing remains the same: our uncompromising commitment to the integrity of your operations.
The insights that keep you in control
You are in the loop – all the time
Our ITIL-alike processes enable our customers to:
- Track the status of all issues we are working on
- Monitor our support performance against KPIs such as response and resolution times
- Resolve more issues internally by participating in our free e-learnings
- Keep up-to-date with free access to a comprehensive knowledge base about their software solution
Quintiq software is at the heart of critical operations around the globe. Supporting that software is at the heart of our company. To find out more, please contact us about Quintiq Customer Support.