SureCare includes access to our local time zone Solution Centres for trouble reporting, remediation, tactical operational assistance and access to expert-level help on a day-to-day basis. Our Solution Centres are staffed by small teams of broadly and deeply trained Product Specialists whose competencies include extensive product knowledge, reflective problem statements coupled with diagnostic inquiry, real-time solution creation and off-line solution development as needed.
Our Solution Specialists use fully integrated case creation and tracking software and issue case numbers to clients on each and every call. Where solutions require Product Specialists to interact with our Software Development team, a software development tool tracks the progress of a case. The tool provides for differentiation between a feature enhancement, new feature requests or a simple software bug to ensure proper prioritization (severity levels assigned) and speedy and complete resolution.
Solution Centre support is available at three different levels:
- Silver: 8 hours per day, 5 days per week
- Gold: 24 hours per day, 5 days per week
- Platinum: 24 hours per day, 7 days per week
In addition, SureCare entitles the customer to receive periodic product updates and upgrades in accordance with the customer’s desired level of maintenance.