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PAGE 17 <br />CIVICENGAGE WEBSITE SERVICES <br />Ongoing Services <br />Award-Winning Team <br />Over the past three years, CivicPlus has been honored <br />with two Silver Stevie® Awards and four Bronze Stevie® <br />Awards in the categories of Front-Line Customer <br />Service Team of the Year – Technology Industries, <br />Customer Service Training or Coaching Program of <br />the Year – Technology Industries, Customer Service <br />Department of the Year – Computer Software - Up <br />to 100 Employees, and Most Valuable Response by a <br />Customer Service Team (COVID-19). The Stevie Awards <br />are the world’s top honors for customer service, <br />contact center, business development, and sales <br />professionals. <br />Technical & Ongoing Support <br />• Live technical support personnel based in the U.S. <br />• Weekday business hours: 7 a.m. – 7 p.m. (CST) <br />• Contact via phone, email, and live chat <br />• 4-hour response during business hours <br />• 24/7 emergency support <br />• Self-Service Help Center for tutorials and user <br />guides and ENGAGEXCHANGE for client connection <br />• Assigned Client Success Manager to ensure your <br />complete and ongoing satisfaction <br />Maintenance <br />• Regular review of site logs, error messages, <br />servers, router activity, and the internet in general <br />• Full backups performed daily <br />• Regularly scheduled upgrades, fixes, <br />enhancements, and OS patches <br />Hosting & Security <br />• 24/7/365 system monitoring <br />• Guaranteed 99.9% uptime (excluding maintenance) <br />• Highly reliable data center with a fully redundant <br />network <br />• Software updates and security patches <br />• Multiple, geographically diverse data centers <br />• Disaster recovery with emergency, after-hours, <br />live-agent support <br />• Guaranteed Recovery Time Objective of 8 hours <br />• Guaranteed Recovery Point Objective of 24 hours <br />• DDoS Mitigation <br />• DDoS Advanced Security Coverage at time of <br />attack (additional fees) <br />“It’s your people that make you good at <br />what you do. Every time I call my Client <br />Success Manager, it seems like he <br />drops everything to help me. If I contact <br />the Technical Support Team, they are <br />right there to answer my questions <br />and get it figured out. I’ve always had <br />very responsive experiences when I’ve <br />reached out to CivicPlus. I’ve worked <br />with some great customer service reps <br />at CivicPlus, and it’s that relationship that <br />matters.” <br />— Jean Carder, Communications Coordinator <br />for Louisburg, Kansas