CyberShift Advantage

Services

Support

CyberShift Services: Support

A Global Support & Solutions Center at Your Service

CyberShift recognizes that our success as an organization is based on doing three things really well: developing great products that meet and exceed our clients' needs, implementing them effectively, on time and on budget and providing world-class implementation and post production support services. Long-term support of our clients is an area where CyberShift continues to focus its attention to further differentiate ourselves from the competition.

Our support for your organization does not stop once you have gone "live." Workforce and Expense Management applications can literally touch every employee in your organization and the importance we place on having a world-class global support organization is consistent with the business critical nature of the applications we provide. Our Global Support Solutions Center is staffed with Subject Matter Experts and Domain Specialists covering all CyberShift integrated solutions and related products including Workforce Management, Expense Management, data acquisition devices and infrastructure services. Support is available 24/7 and employs the latest technologies to facilitate rapid and comprehensive responses to client service requests. Whether the most effective method of communication is through the telephone, via email or over the Web, we have the tools and staff to respond quickly and effectively.

Enterprise Systems, Personal Service

Everyone appreciates the personal touch when it comes to service, and CyberShift understands the pressure that our clients are under to get answers fast when there is a situation impacting production. We supplement our advanced Support Center capabilities with an account team that is chartered with understanding your critical business drivers and establishing a long-term relationship with your own internal support organization. Our commitment to service is more than technology and availability - it's personal.

The CyberShift Global Support Solutions Center provides an array of services that extend client value through our products and services from the early stages of implementation support through the entire user experience with the system.

• Transition Services
  
  CyberShift considers the transition from the implementation or deployment activation phase to “production support” to be a process rather than a “point in time” activity. The Global Support team is internally enabled on each client’s unique business requirements and collaborates actively with the client team responsible for managing the day to day application operations. The Global Support mandate is to ensure consistency and reliability of CyberShift support during the transition from implementation to production support and to ensure the client is confident in use of the various support tools, technologies and processes required to leverage the entire Global Support Solutions team.
• Application Availability Management
  
  CyberShift hosted Systems & Applications, Availability Management and Reporting are provided through active monitoring and contact with the client’s pre determined and identified resources. Where any instance of application interruption occurs, alerts are issued and progress resolution reports are distributed.
• Performance and Availability Monitoring
  
  CyberShift hosted Systems & Applications Performance is actively monitored with proactive measures taken to correct any deviation to operating standards. Statistical performance and application availability metrics are reported and provided to each client on a monthly basis.
• Continuity Services
  
  Our Clients are assigned a primary and secondary Global Support Analyst as a first point of contact for providing day to day operations support. Intimacy with each client environment is paramount to providing optimal support service through this Personal touch. Support teams are focused in small groups and continuity is provided through collaboration with Team Subject Matter Experts (SME), Application Specialists and expert senior support staff.
• Escalation
  
  The CyberShift Global Support Center provides four levels of technical escalation and two levels of management escalation, should the situation be warranted. Escalation points include : the primary or secondary assigned Analyst, Team lead SME, Application Specialist, Level 2 application developer and Global Support management.  Internally, escalation of priority issues occurs without the need for client intervention, although should our clients request, access to any and all levels of support expertise is available.
• Service Level and Client Account Management
  
  All Service Level Agreements (SLA), availability, performance, support response and issue resolution statistics are monitored and proactively reviewed with each client on a periodic basis. Monthly and quarterly application and support operations dashboard metrics are made available to each client.
  
  Cybershift Global Support information, product updates and relevant industry information is leveraged to provide additional value to the CyberShift solutions and is made available through the Global Support Service Management System (SMS) portal, “COIGN”, quarterly client newsletter releases and user group forums.

CyberShift's extensive expertise in the fields of Workforce Management and Expense Management allows us to offer advanced technology, multi-faceted functionality and flexible deployment options, including both license fee and On Demand (Software-as-a-Service) models to meet an organization's global business needs.

Contact us to learn how you can put The CyberShift Advantage to work for you!