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<br />7 <br />Components of Success <br /> <br />A SUBSIDIARY OF BAKER TILLY US, LLP <br /> <br /> <br />SUPPORT <br /> <br />Support Center <br />The Civic Systems Support Center prides itself on timely and accurate support. <br />Friendly, helpful representatives facilitate prompt issue resolution so your <br />operations are not interrupted. All support calls are tracked and prioritized <br />based on timing and urgency. <br /> <br /> Support Center Objectives <br />Civic Systems Support Center’s number one objective is responsive issue <br />resolution. Every call is tracked and prioritized, based on urgency through our <br />Customer Support Portal, which is accessible via the Internet, customers can <br />view the status of a ticket at anytime, 7 days a week. <br /> <br /> Methods for Requesting Service <br />You may contact the Civic Support Center by phone, fax or e-mail. Customers <br />also have the option of submitting, canceling or adding more information to <br />existing service tickets online through CIVIC’s Customer Support Portal, which <br />is accessible through the Internet. If the issue requires a more in depth look, we <br />will access your data using PC Anywhere software. <br /> <br /> Civic Systems Support Center Hours <br />Monday through Friday 7:00 AM − 5:00 PM Central Standard Time. <br />Saturday/Sunday − Please leave a message on the voice mail system for <br />processing on Monday morning. <br /> <br />Annual Support Fees include: <br />• Unlimited, toll free telephone support for purchased CIVIC software <br />applications. <br />• All software enhancements and updates. <br /> <br />Updates and Enhancements <br />Yearly updates are included in your annual support fee. <br /> <br />33