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Services

Altitude Customer Assistance and Support

We go the extra mile to exceed customer expectations and provide valuable technical support and customer assistance, helping customers to focus on their business challenges and accomplish their goals.

Whenever you are facing challenges and need an answer, you should not waste your precious time in figuring out how to solve it. Customer Assistance provides you a unique entry point for solving your issues and doubts and will help and support you on your daily operations.

Customer Assistance strives to achieve excellent customer experience and satisfaction. We are here to help and support you.

Customers recognize our world-class technical support and our continuous investment in adding value to their businesses. The ISO 9001 certification is a clear signal we are aligned with the best customer experience practices in the market and means you can trust Altitude’s customer oriented methodologies to prevent, find and fix issues.

Meeting Point is the welcome center for our customers for all items related to technical support and customer assistance.
Through the Meeting Point support portal you can:

 

  • Open a support ticket
  • Track the status of your tickets from their submission until closure
  • Search the knowledge base for most frequent issues
  • Browse the product technical documentation
  • Upload system logs
  • Download the most recent software updates (access the Altitude Update Center Tool)

 

Our Customer Assistance provide a wide range of services:

  • Issue resolution - Handling of common technical questions and inquiries related with the performance of the products; the diagnosis and solution of technical problems. You can choose between standard business hours support or a 24x7 support.
  • Technical support - A team of Altitude Software product specialists ready to answer and help with any questions regarding our solutions.
  • Delivery of new releases – New software versions, correction of defects detected in previous versions and functional improvements introduced by the Altitude Software.
  • Software correction - Correction of software defects related to its configuration.
  • Altitude Upgrade Manager – Automated online mechanism to upgrade customer installations to the appropriate level, based on the customer profile and the deployed products.
  • Technical documentation online – Access through Meeting Point all available training documentation on Altitude products.
  • Knowledge base access – In a self-service mode, customers are able to log in into Meeting Point and access the Customers Assistance knowledge base.
  • Altitude Remote Hands On – Remote assistance performed by Altitude Software experts into the customer´s system for faster issue resolution (if the system provides authorization and remote access).
  • Gold program - Make the best use of your contact center technology, addressing problems with a proactive methodology:
    • Active monitoring
    • Configuration auditing
    • Preventive maintenance
    • Onsite support
    • Customizable offering
    • Close relationship between the customer and Altitude Software
    • Proactive services
    • Workshops, white papers and meetings

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