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WebReady - Podcasting, RSS Feeds, Automated FTP & Single Click Web Publishing |
How Support Works
WireReady offers support via service contracts. Service contracts provide help desk technical support and free software upgrades and patches (maintenance).
Most products (unless otherwise noted) provide one free year of our Silver Support plan with your purchase. 24/7 Plans are available at a higher cost. When a customer requires assistance, they call an 800 number where an attendant will take your information down and have a technician call you. We take calls in the order they were received according to your plan level. For example, Platinum customers are always called first, followed by Gold, then Silver. For all customers, we continue to maintain an average call back of under 15 minutes.
We appreciate the special nature of broadcasting, and we encourage customers to give us an idea of the severity of their problem. In extreme cases, it is not uncommon for us to put you in immediate contact with someone, even if we have to go all the way up to our president and founders office to get someone who can help you now.
We take our support very seriously
We log and track all incoming calls. We track the time you called and the time we call you back. We even track the duration of the call and whether or not the need was solved. In this fashion, we maintain personal histories and technical details on all our customers. WireReady is a small company and typically only has a half dozen support technicians you will deal with along with our president and founder. You will not find yourself wasting time with level 1, level 2, and level 3 type help desk organizations that larger companies often use.
With WireReady, you won't ever be working with someone who isn't an expert on your system - period. Currently, the average tenure for our front-line support department is six years, and currently you will not be talking to anyone with less than four years experience with our company. For us, solving a problem isn't nearly as important as how fast the problem is solved. At night and on weekends we use an automated attendant that pages out our technicians on call. For added security and peace of mind, during nights and weekends, the manager's forwarded telephone number is provided to callers so that if the person on call doesn't immediately call you or they can't help, you are able to reach a manager. Every WireReady customer knows that if at anytime anyone on our team can't solve your problem or say yes to any question you have, our president and founder is waiting to hear from you.
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