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Triadd
Software offers annual maintenance for our Gain RM software that includes toll
free 800 support, and free updates with a current maintenance contract. An added
benefit of maintenance is insuring that your Gain RM software will receive the
latest upgrade as technology continues to change. Triadd Software actively incorporates
new features and suggestions from customers into our software. Technical
Support resources are dedicated to resolving your issues with our software. Contracted
customers are entitled to support of the following: - Highly dedicated
Technical Support Team
- Live meeting support through Pixion
- Email
and Internet Support
- Hot Fixes
- Software Upgrades & New Releases
- Updated
Documentations
Technical
Support Procedures
Triadd
Software's primary goal is to provide world class dedicated technical support
to our clients. As such, when a client calls our 800 number, they are talking
directly with the Technical Support Team. The main role of our Technical Support
Team is to gather information pertaining to the client's issues, analyze the issue,
and provide and action plan to resolve the issue.
There
are 3 standard methods in which we manage and measure Technical Support service
and communication interaction and responsiveness. - You can submit an
on-line request for technical support via our web site,
or contact our Client Services team direct via telephone. The response time to
acknowledge receipt and provide a plan of action is 1 hour during standard business
hours.
- If TRIADD is not able to provide a solution within the
same business day, the customer is appraised and a timeline and updated plan of
action are communicated in writing.
- A problem that is not solved
within the expectation stated in point 2 is escalated to the management and the
engineering team to further the investigation and resolution. This is additionally
communicated in writing to the customer.
Standard
Technical Support hours, Monday through Friday, Pacific Standard, (daylight) Time
7:00am through 5:00 pm. | 
