Support

SherpaZ's Customer Success organization addresses all support related issues originating from the customer's end users. SherpaZ Customer Success Response Center provides a centralized hub for receiving all customer support requests and coordinating their resolution.

Depending upon the level of support that the customers sign up for, it is available upto around the clock i.e., on 24 x 7 basis. SherpaZ's standard support covers the three typical categories of IT support - User Administration, Application Support and Infrastructure Support.



Response Center Management

SherpaZ's Customer Success Response Center is staffed by customer support representatives (CSRs). The CSR's receive customer support calls, log them by assigning case numbers and provide basic troubleshooting support. If they are unable to resolve customer issues themselves, they escalate it to the appropriate groups for quick resolution.

The Response Center operates 24 hours a day, 7 days a week. Standard support hours are Monday through Friday, 10:00 a.m. to 6:00 p.m. IST. Customers have the option to extend these hours to up to 7 x 24. Issues can be reported by telephone (via a toll-free number), website or email.