Thanks to everyone
who attended
Solutions Expo | 2010
The Two Faces of
Cloud Computing
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To Our Valued Client Base –
We have
so appreciated your business partnership and with that, the challenge of meeting
your needs whenever they arise. Over the past year your success as a community
has led to sharp increases in demand for after-hours services and more rapid response.
To better accommodate your needs we are making some exciting changes in our support
services!
To that
end, I am pleased to inform you that we are adding resources to our team that will
give us a true, staffed 24x7x365 Service Desk and provide additional capacity during
both business and after hours!
Traditionally
your after-hours support has been provided by a non-technical answering service
that must contact one of our support professionals, who in turn contacts you to
provide assistance. As of February 1st, 2010, our
after-hours/weekend support team will be able to support you directly, without you
having to wait for someone to call you back!
What
you can expect:
·
Still hearing familiar names and voices, along with some new ones
·
No change in your monthly payments
to Trivalent with respect to this increased capability
·
The person that answers the phone will be able to help you immediately for
nearly all Tier1 issues
·
Decreased hold times during
business hours
·
Rarely having to leave a voice mail
to log a request for assistance
·
Perhaps a slight southern accent – our new team members are based in the Southern
US
So by
now you are asking yourself what the catch is, because this sounds too good to be
true. I truly expect it to be nearly that good! Some of these changes
may cause some minor confusion and if so, I would just urge you to contact David
Pavuk, our Solution Delivery Manager who manages our Service Desk, your Account
Manager, or me, for assistance and we would be pleased to resolve any issues.
Whether
you are a small organization or large, regardless of industry, we appreciate your
business and the partnership you’ve established with us. I sincerely expect
you to get an even better level of service from us in 2010 and look forward to hearing
from you in the near future to affirm that expectation.
Kind regards, and continued success,
John Hey
SVP Professional Services