Support
Our support philosophy is based on three key principles--people, process and technology. We believe that the integration of these three elements forms the basis of a successful support organization, and we strive to provide you with long-term benefits by supplying consistent customer service that exceeds expectations. We offer on-line eSupport 24/7, including interactive Q & A, the latest software releases and departmental communications, direct access to call status and history, product documentation and the knowledge base. This is in addition to toll-free telephone support from 8 am to 8 pm EST, and a wide range of value-added services such as on- line training, system upgrades and database tuning.
Support Philosophy
Harris offers the following software support through our software maintenance program:
- Unlimited telephone support on our toll-free support hotline.
(8:00 am - 8:00 pm Monday - Friday EST, excluding holidays) - Online support via eSupport provided 24/7.
- New software enhancement program.
- Updates and releases.
- Free months of software maintenance.
- E-mail support.
eSupport, is our Internet-based support offering, which provides customers the capability to directly create a support incident and have it logged to our help desk automatically. Also, the Harris web site offers clients the option to create and search all incidents (past and current) for their site. The customer can also determine the status of their support inquiry.