Customer Support and Maintenance

AssurX is focused on and even uses CATSWeb to track customer satisfaction. Metrics are maintained on every aspect of customer satisfaction from initial contact through demonstrations, solutions definition, selection, purchase, installation, implementation, expansion, training and support.

Customer satisfaction improvement teams review these metrics on a weekly basis. These teams manage continuous improvement projects aimed at improving customer satisfaction.

Our Quality Policy: AssurX is committed to providing comprehensive and reliable solutions through customer-driven continuous improvement.

It makes no business sense to create products that drive the company to create and maintain a large support department with extensive and complicated prioritization protocols and categories. We believe that if the company has to document and follow complex prioritization standards then the company is out of control.

Every support issue is followed up with a support survey. The results of these surveys are used to give the customer complete say over when a support issue is deemed closed. The results of these surveys are monitored and reviewed by the executive staff on a continuous basis. Our customer service survey program generates the six-month running average measurement shown below. This measurement refers to a scale of 1 to 10 (10 is best) and our goal is to maintain satisfaction levels above 9. Click here to see what our customers have to say about our outstanding support!

Standard Support & Maintenance
The basic level of support and maintenance is provided with the Support Services contract. This contract provides for unlimited free software upgrades to assure that you can always take advantage of the latest product features and enhancements. It also provides for technical support via phone, fax, or email to your company's designated contacts. Same day response during regional business hours and days to all support issues is provided.

Engineering Support & Consulting
Add our experts to your team for everything from advice to turnkey deployment. Engineering Support & Consulting services are available to provide support on your customization, integration and validation efforts that involve the CATSWeb API, Database Schema and Qualification Protocols. This can be delivered on-site or over the phone at your convenience and is purchased at a daily or hourly rate.

What do our customers have to say about our support?

"Shirley went above and beyond to help me with this issue. I don't think I ever had someone from support call me to clarify what the issue is. The best customer support around. Period :)" - JM Huber

"Thanks for going the extra effort in presenting the possible solutions! Actions were taken almost immediately – thank you!" - Siemens

"The advice of the support associate was perfect, quickly implemented and easy to do!" - WL Gore

"Pat assisted me with this issue and was extremely helpful. He not only referred me to the correct area for my answer, but provided an excerpt in the reply so I didn't have to locate the actual document. I was able to quickly resolve my issue and all is well. Thanks!" - Alyeska Pipeline Service Company

"Thank you very much for patiently walking me through this issue. I wouldn’t have figured it out if you didn’t go through the CATSWeb signature control concepts...you’re off the scale. It's always good to talk to an expert when you have a business workflow that you can't figure out. Thanks." - Harman Becker

"Went above and beyond. Thank you for all of your help!" - JM Smucker

"Excellent. Thank you for all of your help. You are always very speedy." - Oliver Medical

"Thanks for the fast response!" - Benchmark Electronics

"Without support from Assurx we would still be trying to figure this out." - Lenox

"Support not only provided exactly what was asked for, it included suggestions for a better way of doing what was needed." - USEC

"On a scale of 1-10 I'd say the support met my expectations at a 10. The response was prompt, the final solution was accurate and the interaction was courteous." - FlipChip International

"Pat, our support engineer, was very knowledgeable about what needed to be done and made himself available through completion. The installation was a success!" - Motorola

"Respose was quick and accurate (as it always is from your company)." - HydroOne

"Excellent!!!" - BSN Medical

"The support was very fast." - Alcon Labs

"Swift and thorough response. Also, The follow up call was appreciated!" - Bausch & Lomb

"Quick response!" - Advanced Medical Optics