|
Services
Vertex Product Support - Service Level Agreement
Metrics
 When you call Vertex Product Support, it is important
to us that we get to your call as soon as possible. We
answer the phone on average within 45 seconds, and 89% of
all calls are answered within two minutes. Additionally:
Customer Satisfaction
We
will treat you with respect and competently answer your questions
in a friendly, professional manner, as demonstrated by our
ongoing customer satisfaction survey results.
Quarter |
2005 |
2006 |
2007 |
2008 |
1 |
95.2% |
96.7% |
97.1% |
96.7% |
2 |
95.4% |
94.8% |
94.1% |
94.1% |
3 |
95.3% |
97.7% |
96.5% |
96.5% |
4 |
97.7% |
97.2% |
96.5% |
96.5% |
Live Calls
We
will do our very best to ensure that all calls made to our
product support organization are routed live to a qualified
support analyst during normal business hours (8:15 a.m. to
8:00 p.m. Eastern Time, Monday through Friday).
| Quarter |
2005 |
2006 |
2007 |
2008 |
| 1 |
97.2% |
98.4% |
97.8% |
98.4% |
| 2 |
97.0% |
98.0% |
98.2% |
98.2% |
| 3 |
97.2% |
98.0% |
97.9% |
97.9% |
| 4 |
97.6% |
98.0% |
98.4% |
98.4% |
| Vertex's average speed to answer is running below 45 seconds, and we strive to answer all calls within two minutes. |
Response Time in 2 Hours
If for any reason we are unable to answer your call live (because of unusually heavy call volumes) or you should contact us via our online form, we will strive to respond back to you within two business hours. Please note, you must log-in to the Customer Café to access the online form.
| Quarter |
2005 |
2006 |
2007 |
2008 |
| 1 |
87.0% |
88.6% |
84.6% |
88.6% |
| 2 |
86.5% |
89.4% |
86.5% |
86.5% |
| 3 |
88.8% |
87.5% |
84.9% |
84.9% |
| 4 |
91.8% |
85.9% |
84.8% |
84.8% |
Issue Resolution
We
will attempt to resolve the issue you are calling about
during your first call. Resolution will come through the
support analysts to whom you were originally routed or
through escalation
to an appropriate specialist. If we are unable to resolve
your call during your first contact, two things will happen:
- We
will continue to work towards a resolution to
the issue. While we give priority attention to high
severity
cases,
you can expect the majority of issues to be resolved
on the same day you call.
- We will provide you with status updates
periodically, commensurate with the severity
level of your call.
Resolved First Call
Quarter |
2005 |
2006 |
2007 |
2008 |
1 |
64.8% |
61.7% |
62.8% |
57.4% |
2 |
63.3% |
62.7% |
61.4% |
61.4% |
3 |
63.5% |
63.6% |
56.9% |
56.9% |
4 |
58.5% |
65.3% |
57.4% |
57.4% |
Resolved Same Day
Quarter |
2005 |
2006 |
2007 |
2008 |
1 |
81.1% |
78.4% |
76.6% |
78.9% |
2 |
80.7% |
77.6% |
77.0% |
77.0% |
3 |
80.8% |
79.1% |
76.4% |
76.4% |
4 |
74.5% |
80.1% |
78.4% |
78.4% |
- At
any time during or after a support call, you may request
escalation of your issue to a more senior support analyst
or to management.
- Calls received by our voice mail system
during non-business hours will be returned the next
business day. This will be done as quickly as possible,
taking into
consideration your time zone and your business hours.
|
