Nstein's dedicated Customer Support teams are committed to providing clients with the kind of assistance that will contribute significantly to the continuing success of their businesses. The hours of operation for Nstein's Customer Support Center (excluding statutory holidays) are:

Nstein's support personnel are trained to identify the urgency and severity of each reported incident, and take swift and effective action. When responding to a call from a client, the Customer Support Center immediately assigns a ticket number to each incident in the Support Ticket Tracking System, which are classified according to the following criteria:

Each incident is tracked along with date and time of each request, description of the incident, pre-established severity, recommended solution or escalation monitoring process. When the incident is resolved immediately, the Customer Support Center documents the resolution directly on the Support Ticket Tracking System and reports the result to the client.

During the hand-off from Nstein's Professional Services to its Customer Support Center, Nstein sets up shared environments to diagnose incidents and address client requests more swiftly and easily. With client approval, Nstein will use a remote access connection to communicate directly with the client's production environment, if there is a need.

All manuals and documentation are provided in electronic form, and included with Nstein products.

Depending on a client's customized features and modules, all online, context-sensitive help is easily modifiable.

To meet the diverse needs of its clients, Nstein provides a choice of two Support and Maintenance programs:

	Enterprise	Standard
Updates	Unlimited	Unlimited
Upgrades	Unlimited	Unlimited
Phone
Web Access
Email
24/7

Nstein User Conference

Clients are invited to participate in the annual Nstein User Conference, which provides training sessions, workshops, future product enhancements, technical direction and much more.

The User Conference is a great opportunity to interact as well as share experiences and ideas.

Nstein Customer Support: Committed to Powering Your Online Success