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<br />granlcus. <br /> <br />Continuous Software Upgrades: <br /> <br />Granicus Managed Services ensures that your Granicus software is up-to-date with <br />the latest available security fixes, recommended updates and feature releases. Our <br />feature release process alerts clients when new software versions become available <br />and guarantees that each client experiences a successful update. Many of our new <br />features are in response to the needs expressed by our client family. As a result, we <br />offer a simple, online method of submitting feature requests through our Customer <br />Service Portal. <br /> <br />Unlimited Customer Support: <br /> <br />The foundation of our customer philosophy is demonstrated by our dedication to <br />immediate support and unlimited access to the Granicus Customer Advocacy Team. <br />Comprised of four specialty groups, this team ensures each client the highest level <br />of success with their Granicus solution. The team combines Outside and Inside <br />Advocates, who are expert trainers and client-relationship managers, with skilled <br />Technical Support Representatives and Web Designers, who go behind the scenes to <br />resolve outstanding issues. Personalized attention, incident response, and <br />on-demand solutions drive our Customer Advocacy philosophy, which Is committed <br />to maintaining the technical integrity of every Granicus solution throughout its <br />lifecycle. <br /> <br />· Personalized Attention. Granicus Customer Advocacy philosophy dictates <br />that each client is ensured an Outside Advocate as part of their Managed <br />Services. Outside Advocates not only prepare clients to go live with our <br />solution, they also proactively monitor their client's progress. This is <br />accomplished using a sophisticated customer success matrix that helps <br />Advocates determine if their client needs additional training and/or services. <br />As a client's main point of contact for the longevity of the relationship, <br />Advocates develop a unique understanding of the client's processes, technical <br />requirements and training needs. Advocates communicate this knowledge to <br />the rest of the team to ensure smooth and accurate resolutions that meet the <br />client's satisfaction. <br /> <br />· Rapid Incident Response: When issues arise, the Customer Advocacy team <br />is standing by ready to deliver proactive advisory and responsive services. <br />Outside Advocates, Inside Advocates and Technical Support Representatives <br />are all available by phone and email to provide technical and strategic <br />incident management during regular business hours: Sam-7pm PST. Granicus <br />Customer Advocacy provides complete support for incident diagnosis and <br />resolution. If a system problem involves complex support procedures, a Case <br />(or help ticket) is created and sent to our support professionals for <br />assessment. Throughout the resolution process, clients are updated with their <br />Case status to guarantee timely and effective progress. Our dedicated support <br />team devotes their complete attention and expertise to the Case until it is <br />resolved and closed. We also provide 24-hour emergency phone support to <br /> <br />9of23 <br />