Customer Support Commitment

The PolGroup-Solution's Business Unit (PSBU) provides comprehensive support resources for its customers. Three levels of support are available for customers needing assistance with the StrategicValueWare: Enhanced PolGroup-Solution's server and Client applications. The three levels of support are: CSC, CSE and Development.

PolGroup - Solution's Customer Support Centers

The customer can contact a PolGroup-Solution's Customer Support Center (CSC). PolGroup-Solution's CSC's are staffed with knowledgeable and trained support engineers who are ready to assist customers.

Note: Only customers who have valid and current support agreements or who installed PolGroup-Solution's software within the past 30 days can contact a CSC.

To better understand and resolve a request as quickly as possible, a customer should provide the following information when contacting a CSC:

PolGroup-Solution's appropriate ID's
PolGroup-Solution's appropriate versions, including any updates installed
PolGroup-Solution's appropriate platform information (operating system version including updates, hardware configuration, and recent maintenance activities)
Problem details such as: the exact steps that led to the problem, the content of any error message(s) that were displayed, and problem reproducibility
If requested,configuration and log files, which can be uploaded to the PolGroup-Solution's User Group site. The CSC can assist the customer in accessing the site.

The customer and the CSC engineer determine the severity level of the problem using the following guidelines:

Severity 1 - System is not operational and/or there is a critical loss of capability.	Inability to run a critical application Frequency of failure precludes production use Critical job/data integrity defect
Severity 2 - System is operational, but production capability is severely degraded.	Inability to run a major application Failure requires frequent operation intervention to maintain productivity Non-critical integrity defect
Severity 3 - System is operational, but is moderately degraded.	Inability to run a minor application Occasional failure requiring operational intervention Non-critical product feature or function does not work
Severity 4 - System is operational with no significant impact to performance.	Does not meet indicators of Severity 1-3 problems

The CSC engineer assigns a case number to the problem. This number is used in all communications with the customer and allows for easy tracking of the problem and its resolution.

To contact a PolGroup Solution's Customer Support Center

Call Monday through Friday (excluding PolGroup holidays) 9 AM to 6 PM EST Phone: 908.887.5522

Email: support@polgroup.com

We also offer additional "Support Level Agreements" which we call SLA's. These may be individually tailored to your needs.

Please call 203.550.5600 for information about SLA's.