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Customers...
For technical support, please contact us at one of the following:
More than 3,000 global businesses rely upon our support infrastructure to resolve their most difficult challenges in a timely manner. To meet these challenges, we deliver multifaceted support systems featuring detailed online resources, round-the-clock call centers, and dedicated account management teams. Customers can tap into our Global Customer Support Center (GCSC) by phone or email 24/7 to reach our technical engineering staff, ensuring the fastest response to any technical question.
Our technical support staff is on standby 24/7, ready to deliver solutions quickly and clearly. Available via phone or email, the technical support staff can be reached with ease and will stay in close contact with a client until the matter is resolved. We also offer online support tools, including FAQs and step-by-step guides.
For qualifying customers, FrontBridge offers dedicated Technical Account Managers (TAMs). TAMs work closely with customers to manage the growth of the organization, to plan for the future, and offer additional support to our technical engineers. TAMs enhance customer relationships by providing an additional layer of strategic and critical planning. From trial to production, TAMs focus on a customer's business. They work closely with clients to ensure that, as an organization's needs develop, we continue to add tangible value.
FrontBridge matches its three custom support packages to the unique needs of its customers.
Silver
Our Silver service package empowers customers with support tools right at their fingertips. This level includes 24/7 access to technical support engineers and access to our online resource center complete with its diagnostic tools, support documentation and status updates, and expert training for your staff and administrators.
Gold
Gold customers receive the full Silver package plus the benefits of a dedicated TAM. Account managers offer expert insight, project planning, and personalized care. Additionally, a FrontBridge account manager tracks submissions to the technical engineers to ensure optimum efficiency of our service.
Platinum
In addition to all the benefits of the Gold package, Platinum customers receive dedicated senior-level technical account managers who are actively involved with a client even prior to deployment of the service. We ensure the fastest response times for technical support, with priority escalation of more intricate submissions. Technical support engineers contact customers directly within 30 minutes of initial contact, and work to resolve the issue within 4 hours.
The FrontBridge Admin Center is a Web-based console for defining and managing the settings and configuration for customer domains. The Admin Center allows customer Administrators to define and edit a variety of rules and settings. A news page in the Admin Center updates customers on important information, such as new services, system upgrades, virus outbreaks and patches. Administrators can log in to the Admin Center any time of the day or night at the Admin Log On page.
» Download the Client Services Brochure
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