Technical Support

Phoenix Data prides itself on its responsiveness and effectiveness in supporting its users. We believe the timeliness and quality of our support services is the cornerstone of our success and what separates us from others in the industry. Ninety-eight percent of calls immediately reach a technical support person; our goal is one-hundred percent. Over eighty-five percent of support issues are handled on the first day, and we are constantly striving to do better.

Our in-house technical support team provides application support from a simple “how to” to a detailed system set up. In the event a user encounters a system issue, a member of the support team verifies the issue and assigns a work order number. All problems are corrected and included in the next interim or major release. If necessary, a reported problem will be corrected and provided to the customer immediately.

Technical support work orders are linked to a confidential Customer Survey. Based on seven dimensions of support that are measured, AIMS.NET users give Phoenix’ technical support department a satisfaction rating of 98%.

It is the goal of our Support Department to strengthen the user’s ability to utilize AIMS.NET effectively. If for any reason a user feels their problem is not handled satisfactorily, the Product Management Team is informed and an “Escalated Issue Control Case” is opened. The Product Management Team and Senior Officer then oversees or handles the problem directly.

Phoenix Data’s Technical Support department is available via email and telephone, Monday through Friday from 8:00am – 5:00 pm, EST.