Front Porch Digital believes in taking care of its customers in the long-term. When you purchase our products, we know that is just the beginning of our relationship. Front Porch offers a unique combination of intellectual property, staffing resources, and product knowledge that is unmatched by any other archive management vendor. Quality of customer support is the critical factor in long-term customer satisfaction and loyalty, and Front Porch has a measurable competitive advantage in this area.

Our comprehensive support service is backed by expert staffing and two international support centers, one in Colorado, USA and another in Annecy, France. As part of our standard support package, you receive:

• 24 x 7 x 365 telephone and email support
• Remote-access diagnosis into customer’s system
• Delivery of any new versions, software patches or workarounds
• First Call services on any third-party software purchased through Front Porch for true one-stop-shop support

Responsive Support

Quality of customer support is the critical factor in long-term customer satisfaction and loyalty, and Front Porch has a measurable competitive advantage in this area. Front Porch offers a unique combination of intellectual property, staffing resources, and product knowledge that is unmatched by any other archive management vendor. A responsive support program doesn’t happen by just good intentions or hard work. Taking care of our customers requires the right people backed by meticulous, well-designed systems and procedures.

Front Porch sets up its support with a single telephone number and e-mail for each customer. First Call coverage is managed by a staff 24 x 7. Each call or e-mail generates a ticket from the system and is assigned a specific ID number. The ticket system manages customer acknowledgement, issue tracking, problem identification and any necessary reporting. Each open issue is personally conducted with customer personnel on the severity nature and necessary actions required to resolve the issue. Customer issues are then diagnosed, prioritized, logged and tracked by our global trouble ticketing system. Our support staff conducts triage of the issues immediately, and then will escalate to a Tier 2 or Tier 3 engineer, if needed, to further investigate customer problems and achieve final resolution.

At Front Porch Digital, we understand that your business requires quick resolution of any problem. That’s why we’ve developed strict internal discipline at our international support centers. Front Porch is committed to providing you not just the industry’s best content storage management software, but with excellent support that makes for a strong long-term relationship.

For general Front Porch Services information, click here to download the brochure.