168-22 Exhibits - Contracts for IT Network Management Services - 2022.pdf

What kind of value-added support options are available? Can you provide a dedicated technical account manager? At what cost? Yes, as our standard practice there is a main engineer assigned to the account with a backup that is familiar with the account. Describe your approach te account management. Who will manage the account from a business and executive level? What access will we have to company leadership? The customer has direct access to company leadership and engineers at any time. Describe how you measure and report client satisfaction, Including frequency. - Since the customer is interacting with our engineers, we expect them to keep management informed. We also anticipate that all managed services customers will meet with us several times a year for periodic updates. Describe your processes and mechanisms for handling client inquiries and reported problems, Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond ina reasonable time frame the help desk coordinator will assign another engineer to the ticket. Describe your customer service responsiveness, hours of staff availability, and available communication mechanisms (e.g., written, verbal, electronic, face-to-face). Help desk requests can be submitted via email to our ticketing system or phoned in. Although ail tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond ina reasonable time frame the help desk coordinator will assign another engineer to the ticket. Describe how customer satisfaction deficiencies are addressed and resolved. Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. What ongoing programs are in place to manage client satisfaction? Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. [Type here]