Support Services

Continuity Logic products are supported by the highest quality technical support, training and services to help our clients get the most out of their Continuity Logic deployments. The philosophy at Continuity Logic is to provide our clients with a comprehensive technical support program that enhances your business practices and contributes to your overall success. Our technical support program promotes a model of service excellence that is both proactive and responsive. Our premier support center helps organizations to operate more efficiently, mitigate risk, achieve higher availability, maximize performance and capitalize opportunity.

Key Support Services features include:

Business and After Hours Response Teams
Multi-Level Support Model
Phone, email and web-based support
Unlimited support incidents
Product updates and hot fixes
Defined response time objectives
Defined issue escalation procedures

Our Support Services Organization covers both Product & System Support as outlined below:

Product Support

Level 1 Support: 24/7 Case management: any client inquiry, research request, potential issue, etc. is submitted via our online Customer Case Management portal. Cases are automatically logged, assigned a case number for tracking purposes and classified by ‘case type’. Cases are triaged Monday-Friday 7am – 7pm and queued based on the severity level. Clients are constantly kept abreast of the case status throughout the Case Management Lifecycle.
Level 2 Support: Each client has a dedicated Client Services team including the Team Leader and Client Services Manager. They can be reached Monday-Friday 7am-7pm and after hours for urgent issues 7pm-10pm. The Client Services Representative can be contacted for support issues that need to be escalated or addressed outside of business hours. They will assess the issue with the client and determine whether Level 1 or Level 3 support is appropriate, and proceed from there. Level 2 support is also exercised to escalate or expedite an existing case when needed.
Level 3 Support: For ‘high priority’ issues or issues affecting production, an internal escalation path is followed and the case management system is bypassed to expedite the case resolution. High severity issues would result in off hour support response to perform immediate preliminary triage of the issue and determine next steps. Every client receives an ‘Escalation Card’ outlining the proper escalation channels and associated contact information for all support levels.

System Support

System Uptime: The system is monitored daily to ensure an uptime of 99.991%. Our clients depend on a stable environment and any downtime activities (regular maintenance, emergency production updates, etc.) are scheduled in advance as much as possible, during non-peak hours, and communicated prior, during and upon completion.
System Feature/Functionality: To ensure that our product remains the most innovative and intuitive in the marketplace, we place a large focus on system functionality and navigation. We have an aggressive yet stringent development cycle that allows us to continually improve ease of use by incorporating industry best practices and client requests.
System Roadmap: Our product development is continually evolving to ensure that our 6/12/18 month plans meet the needs and demands of our clients and of the marketplace. We pride ourselves in being very nimble and providing our clients with a cutting edge product with extreme ease of use and effective program management resulting in high user adoption.