|
Who We Are |
Founded in 1995, Crawford Technologies, Inc. (CrawfordTech) is a leader in document
manipulation and re-engineering solutions,including data mining of print streams, archiving and retrieval, print stream conversion,
and workflow processing.
CrawfordTech has clients worldwide and offers its products through Direct, VAR, and OEM channels.
The wide range of robust and flexible CrawfordTech products allows companies to boost revenue, build efficiencies and bolster customer
service.
Our committed and knowledgeable technical teams provide unparalleled development, design and support, and their flexible transform
technology is recognized as the fastest, most flexible and most accurate available.
Customers around the globe rely on CrawfordTech to enable mission-critical document strategies that result in tactical savings and efficiencies
as well as strategic improvements in revenue generation and customer service.
|
|
Crawford Technologies Customer Support
Problem Severity and Escalation
| Severity |
Definition |
Response |
Updates |
Resolution |
| 1 |
Production Down.
The process is failing and no output is produced. |
Respond within 1 hour |
Proactive update every 4 hours |
Start work immediately and use all reasonable endeavors to resolve the problem. |
| 2 |
Severe problem.
The output has significant problems. |
Respond within 1 hour |
Proactive update every 8 hours |
Initial diagnosis and resolution plan within 48 hours. |
| 3 |
Minor problem.
Minor problem with the output or the performance or a more significant problem with a workaround |
Respond within 4 hours | Proactive update once a week |
Initial diagnosis and resolution plan within 5 working days. If programming is required, the problem will be resolved in a future release |
| 4 |
Documentation and Enhancement | Respond within 24 hours |
None. |
The problem will be resolved in a future release |
First Level Support
First Level Support takes the initial call and if there is no resolution, the ticket is escalated to Second Level Support for analysis.
Second Level Support
Second Level Support provides a detailed analysis of the issue and recommends a fix or workaround for the problem, if possible.
If the problem represents a deficiency in the product, it is escalated to Third Level Support
Third Level Support
The development team does in-depth analyses of the problem and proposes a solution.
The problem is then prioritized and the work is scheduled according to the problem severity.
Copyright © 1999-2008 Crawford Technologies Inc. All rights reserved.
|
