/ Support and Maintenance
THINK is dedicated to providing first-class product support and customer service. We make support for our Epicor solution easily accessible through a variety of channels. This can be done online via EPICweb, over the phone, email or fax. A maintenance and support agreement with THINK allows you to receive information about new product releases, which include bug fixes, enhancements, and revisions to our application software.
Product Support Over the Phone
Our phone support, as referenced under the support & maintenance contract, is “real-time”. This means unlike some companies that do support on a callback basis, all of our incoming calls are routed to analysts dedicated to serving you. Over 60 percent of incoming problems are resolved on primary contact.
Issues that cannot be resolved immediately by our first level consultants are escalated to specialists in the appropriate area. Our goal for contacting users on tracked problems depends on the severity of the problem. Analysts may involve developers in the process, but they still retain ownership of the problem. Whenever the user is contacted or additional information is required, the analyst updates the problem, creating an up-to-date audit trail on all problems.
Online Product Support
Think customers also have access to our partner Epicor online customer support center, EPICweb. Customers can access to information, resources and services including customer account information, online Knowledge Base, product documentation and downloads, online forum’s and communities, and other helpful information.