Strata Analytics offers a Customer Support service focused on keeping the solutions developed for our clients functioning optimally. We base our approach on best practices for maintenance and proactive monitoring, incident management, and handling requests based on defined priorities and resolution times outlined in previously agreed-upon service level agreements. Strata Analytics’ support service detects, manages, resolves, and/or escalates issues until a solution is found for each detected failure.

Strata Customer Support is the first line of assistance for our customers, providing essential benefits that enhance user experience and satisfaction:

• Rapid Response Times: Immediate assistance ensures our customer queries are addressed quickly, reducing frustration and enhancing overall satisfaction.
• Issue Resolution & escalation: Level 1 support effectively handles common inquiries and minor issues, while higher complexity issues are escalated to allowing for swift resolutions without the need for escalation.
• Cost-Effective: By resolving straightforward issues at the first level, businesses can reduce operational costs associated with support and maintenance.
• Streamlined Escalation Process: More complex issues can be quickly identified and escalated to higher-level support, ensuring customers receive the expertise they need without unnecessary delays.

Overall, Customer Support is essential for providing efficient service, enhancing customer satisfaction, and optimizing resource allocation.