StatPro Service Level Agreement
At StatPro we offer a high quality support service to
ensure queries and potential problems are dealt with in the most
effective way. Our Account Managers and support analysts are well
qualified industry experts with years of experience within the
inv
estment
industry.
Client Account Manager
A dedicated Account Manager is responsible for managing all
aspects of the client relationship and will help to ensure the
products and services meet our clients' expectations. The Account Manager will be
the first point of contact for our clients.
Support availability
With eleven offices in several different time zones our clients
benefit from 24 hour support five days a week. Extended weekday and
weekend support can be offered on request.
Call management
StatPro support analysts have access to an extensive knowledge
base aiming to provide an answer instantly. The response time to
calls will be reflected in the impact of the incident on the
client's business.
|
Priority
|
Business Impact
|
Response Time
|
Client Updated
|
|
Critical
High
Medium
Low
|
Halted
Impact
Non-Critical
None
|
1 hour
2 hours
8 hours
3 days
|
2 hours
6 hours
12 hours
2 weeks
|
24h eSupport
Via our 24h eSupport module clients can log and track queries,
which are monitored and updated within strict, defined and agreed
timescales.
Site visits
If our support analyst is unable to resolve a problem via
telephone, client site visits can be arranged during which our
analyst has priority access to our software development teams to
ensure a quick solution.
Request information
Click here to request more information about StatPro's
client services offers.
