InfoKnox

Support

CUSTOMER SUCCESS RESPONSE CENTER

SUPPORT AREAS

PREMIUM CUSTOMER SUPPORT

PROCESS & GUIDELINES

Customer Success Response Center

InfoKnox’s Customer Success organization addresses all support related issues originating from the customer’s end users. InfoKnox Customer Success Response Center provides a centralized hub for receiving all customer support requests and coordinating their resoution.

Depending upon the level of support that the customers sign up for, it is available upto around the clock i.e., on 24 x 7 basis. InfoKnox’s standard support covers the three typical categories of IT support - User Administration, Application Support and Infrastructure Support.
Response Center Management
InfoKnox’s Customer Success Response Center is staffed by customer support representatives (CSRs). The CSR’s receive customer support calls, log them by assigning case numbers and provide basic troubleshooting support. If they are unable to resolve customer issues themselves, they escalate it to the appropriate groups – User Administration, Application Support or Infrastructure Support - for quick resolution. The Response Center operates 24 hours a day, 7 days a week. Standard support hours are Monday through Friday, 5:00 a.m. to 7:00 p.m. Pacific Time (8:00 a.m. to 10:00 p.m. Eastern Time). Customers have the option to extend these hours to up to 7 x 24. Issues can be reported by telephone (via a toll-free number), website or email.

We aspire to have our customers view us as Indispensable to the achievement of their strategies.

Earn the trust and confidence of the customer by demonstrating expertise, inspiring consistency in customer satisfaction and maintaining utmost confidentiality.

InfoKnox Customer Success Delivered