Welcome to SIS: Customer Care

To ensure ongoing customer satisfaction and retention, SIS has implemented an interactive technical support process. The SIS Customer Care Program was designed to provide customers with a reliable support mechanism. The program is engineered to support both day-to-day operations and emergencies. SIS offers customers access to multiple resources and tools, and provides a support process that is unmatched in the industry. The SIS support philosophy is that everyone in our organization is available to customers to resolve issues in a timely and accurate manner. The SIS Customer Care Program coordinates every aspect of customer support, ranging from resolving user problems and product defects, to testing service packs and new versions. Some key aspects of the SIS Customer Care Program follow:
	Centralized Help Desk Support – When a request for support comes into the Help Desk, skilled personnel review the details of the issue and solve the problem, or refer the issue to an appropriate specialist. This enables customers to proactively manage their interactions with a single point of contact, and to solve problems quickly and efficiently. The Help Desk is specifically equipped to work directly with customers to identify and solve software problems. A second important function of the SIS Help Desk is testing of new service packs to avoid potential issues – before they are implemented in a live environment. Our entire support process has been created to ensure that we can work with our customers to identify, communicate and quickly resolve any issues related to their business applications.
	SIS Solutions Center – We provide the SIS Solution Center to proactively manage customer interactions with both the implementation and support teams. This online interface centrally tracks all aspects of a customer’s setup, ongoing support and continuous improvement. Specifically, the SIS Solution Center is a web portal that provides existing customers immediate access to the resources available for efficient problem resolution. The Center permits customers to:
		Access our help desk & track support tickets and progress
		Input and check enhancement requests, updates and trouble tickets
		Review system documentation such as configuration, design and customization documents developed during the implementation
We have gone to great lengths to develop a system that allows both customers and our entire organization to gain access to the complete history of an account. This provides a centralized view of information, clear understanding of the implementation and support process, and allows for proactive account management by consultants and customers.