ProMark support, maintenance and service levels
Customer Care is the daily contact centre for all customers handling product-related enquiries and supporting customers professionally in case of challenges in the configuration and operation of ProMark.
Customer Care offers remote support, enabling us to access your system and rapidly solve problems with you monitoring our actions.
TWO DIFFERENT CUSTOMER SUCCESS PLANS
We always prioritise quick problem identification and resolution. As our customer, you can choose between 2 different Customer Success Plans: Standard or Premium so you can get the right level of support for your needs. Your Customer Success Plan gives you the choice of additional services and service levels to help you get the most out of your ProMark solution.
With a Customer Success Plan, you are also ensured access to new software versions at regular intervals and correction of errors in software or configuration.
All ProMark 365 Cloud solutions are upgraded at least once a year to ensure that you are on a supported version of ProMark and can take advantage of the new possibilities offered in ProMark on a regular basis.
Maximum benefit from your ProMark solution
Customer Care and your Customer Success Plan help you reap all the benefits of the investment in ProMark:
- Support when you need it - primarily during normal business hours on weekdays, but also at night, on weekends and holidays if necessary (special rate)
- Remote assistance, where we have access to the customer's system and can quickly solve problems while the customer monitors our actions
- Competent consultants with in-depth knowledge of ProMark and a high degree of professionalism
Read more in the product sheet on our Customer Success Plans.
You can find more details on conditions, service levels and response times on our customer portal.