CorePartners, Inc. (CPI) provides CoreIMS™ software support in a number of ways:
Issues and requests are tracked via JIRA (issue tracking system) and SalesForce (CRM System)
Telephone, Skype and GoToMeeting support
Automatic application log tracking
Purchase CoreIMS™ and make use of the following:
Telephone support: Talk to a technical or operations consultant in the U.S. for advice on installation and usage: 1-866-267-3967 (9 a.m. to 6 p.m. Eastern Time)
Email support: Email questions, issues etc. to email@example.com anytime for a response within 12 hours
Online support: Schedule an online session to evaluate CoreIMS™ with a consultant: 1-866-267-3967
Software support: New releases and updates are made available to supported customers
To manage incoming software issues and requests we use the JIRA issue tracking system. Regardless of the source of the issue, it is placed in JIRA for subsequent tracking. This means one may check the issue status, add comments, receive updates, etc.
To manage customer relations, involving sales, projects, cases, and activities we use SalesForce as our internal reference tool. This makes ongoing operational information specific to customers available to CPI’s associates on a continuing basis.
A number of support models are available, depending on customer needs. Among these are comprehensive annual, time and material, block hour purchase, or some combination thereof. Time frame and response time are addressed in our support agreements.
For mission critical applications CPI offers a 24×7 support model.