CPG Soft´s Support Department is based on an excellent human resources platform and infrastructure, that place it at world standards as regards professionalism, training and efficiency. This department often receives assistance or report requests by clients, through our web site, by e-mail or telephone calls. These requests are transformed into incidents, each identified with a code that enables follow-up.
For resolution and follow-up, CPG Soft´s Support Team has a structured organization according to different needs that may arise in an incidents life-span.
For this, various support teams are defined:
Is the group in charge of receiving incidents. Each incident is appointed to a technician in the group, who will act as contact with the client during the incidents life-span.
This group consists of the Development and Customization Departments in CPG Soft.
This group consists of external companies whose products influence CPG Soft ´s products performance, as for example Oracle, Microsoft, IBM, Artech,etc. Agreements or alliances have been established with these suppliers, to count on their support when needed.
Several support services have been established, that differ in schedule and price, so that clients may choose what fits their needs best.
Customer Service Monday to Friday, from 8am to 8pm, Uruguay time, working days. Calls are receptioned in our offices.
Usage: clients with the same operating schedule.
Customer Service Monday to Friday from 8am to 12am, Uruguay time, Saturdays from 8am to 12pm. Includes non-working days. Calls are receptioned in our office from 8am to 8pm and by cell-phones or pagers after 8pm.
Usage: clients who need urgent support if a serious problem arises within that time-table.
24 hours Customer Service, every week day, including non-working days. Calls are receptioned in our office from 8am to 8pm and by cell-phones or pagers after 8pm.
Usage: clients with a broad operating schedule or with urgent need of support if a serious problem arises outside CPG Soft´s office working schedule.
For you assistance, duties are organized with Technicians level 1 and 2.
This service enables clients to obtain support, outside the usual assistance time, when needed, by schedule. It is designed for clients who require telephone support during a short period of time, by pre-schedule. Usage examples are: change of server, change of operating system version. Price is quoted in each situation, depending on the need.
Usage: clients without 7x24 support that wish to have a support technician available for specific jobs during installation.
Pre-Scheduled with appointed Consultant:
Pre-Scheduled variant, but includes a Consultant available during the fixed time. Examples are: change of CPG Suite version, patch application, change of server, change of operating system version. Price is quoted in each situation, depending no the need.
Usage: clients without 7x24 support that wish to have a support technician, and a consultant, available during specific jobs during installation.