Customer Support Policy

EFFECTIVE DATE: July 11, 2017

APPROVED BY: Mike McCoy

LAST UPDATED: August 16, 2017

PURPOSE

The purpose of this policy is to ensure customer support is managed and monitored within InnovaSystems Intl, LLC (ISI).

SCOPE OF THE POLICY

This policy defines Customer Support practices for all applications/software developed by ISI.

APPLICABILITY

Responsibility for Customer Support shall be to provide services to the customer and end users to resolve problems, incidents, and requests associated with applications/software developed by ISI.

AUTHORITY AND COMPLIANCE

This policy is authorized by the Chief Operating Office (COO). Compliance to this policy will be evaluated through an appraisal/audit process. Results will be provided to the appropriate personnel, non-compliance, risks and issues will be submitted to the CTO for remediation.

POLICY STATEMENT

Customer Support shall:

  1. Establish and maintain organizational set of standard customer support processes with alignment to industry standards including ITIL.
  2. Establish and maintain customer support tiers corresponding to different levels of service needed to resolve problems, incidents, and requests on the applications/software.
  3. Establish and maintain records of problems, incidents and requests.
  4. Extract metrics from customer support records including quality, frequency, closure rate, and timeless in resolving problems, incidents, and requests.
  5. Collect, where allowed, experience feedback on customer support interactions and the application/software for resolved problems, incidents and requests.
  6. Collect, where allowed, surveys that allow the calculation of a Net Promoter Score (NPS) of applications/software, customer support service, or application experience data as approved by the customer/sponsor.
  7. Provide a section of common metrics for insertion into the ISI Measurement and Analysis Plan.
  8. Ensure that relevant stakeholders are aware of the customer support results, metrics, and quality trends in a timely manner.
  9. Establish and maintain escalation procedures for reporting results, metrics and application/software service interruptions to management and senior management.
  10. Collect suggestions, “lessons learned”, from customer supports results for purposes of continuous process improvement.

Process Guidance Version: 10.4