You don't want to waste a second when there is an application concern. Even something as simple as not understanding the manual's instructions can cause a production delay. Unlike many companies, Current Directions has real people answering the phone. You are then transferred to the expert who can best assist you - usually the product developer. No voicemail hell: just REAL people right now.
With the CD application support plan you know you have comprehensive coverage of all Current Directions applications, data collection applications, utilities, and control systems.
When a concern arises a real person answers your call and connects you to the product developer for problem resolution, technical guidance, reporting bugs, or document clarification. He will then interview you to ascertain the exact nature of the problem. This would include such things as:
|The exact program(s) and equipment involved|
|What the operator was doing at the time of the difficulty|
|Other activities running at that time|
|When the problem occurred|
|Frequency of problem occurrence|
|Other operators or stations experiencing the same problem|
The CD expert then takes that information and turns to our exact duplicate of your entire software installation. If possible, the problem is reproduced, studied and tracked. You are called back the moment a solution is found. The problem is resolved to your total satisfaction. A technical incident report is produced describing the difficulty and solution for in-house records and future technological reference.