Once your implementation of Protech Business Solutions is complete, you’ll be transitioned to the support and service of our expert CustomerCare team who will provide you with ongoing support. We offer four different levels of support to most effectively meet the specific service needs of your association.
Your service plan is a formalized business arrangement that secures resources to provide support services at a guaranteed hourly rate, a predictable response time and with the benefits associated with the service plan level you select. The service plan extends the life of your Protech Business solutions investment, maximizing your organization's ability to leverage Protech's experts in providing the professional management of services and support that are important to the success of your business goals.
PROTECH USERS GROUP
The Protech Users Group (PUG) provides you with the opportunity to proactively share your experiences with other customers and maximize your software investment. PUG can increase your overall satisfaction with your implementation by providing ideas on how to use your software more efficiently.
ACCOUNT MANAGEMENT
Effective communication between your organization and Protech’s services team is crucial to the success of your project. You will be assigned an Account Manager that will help build and maintain a solid relationship with your management and service delivery staff. This resource will be your advocate within Protech and will help you arrange each element of service and support to meet your business requirements. He or she will directly manage the professional resources to provide services, project-based consulting and strategic consulting. Your Account Manager will also be a liaison for information delivery and feedback regarding your services to Protech. Per you service plan level, regularly scheduled meetings will be conducted to review open service cases, prioritize, discuss in-process support incidents and plan for upcoming initiatives or events.
TECHNICAL SUPPORT
The CustomerCare support team is your daily lifeline for application and technical support requests. Protech strives to respond fast and resolve your issue the same day. Protech has an experienced team of resources that extends to the highest levels in our organization. It is our first objective to fully understand the issue using a variety of vehicles to support the diagnoses (and resolution), including remote desktop sharing, phone, fax and email. This allows the resource to view firsthand the customer experience, eliminate guess work and provide a meaningful support dialog during the first opportunity.
GUARANTEED RESPONSE TIMES
Timely answers to your software questions are essential when you are working with mission-critical operations. To ensure your work is not delayed, Protech guarantees the response time by our support professionals.
CUSTOMER CONFERENCE
Protech’s Customer Conference is held each spring and includes inspiring keynotes, educational breakout sessions and valuable networking opportunities. This conference provides opportunities for you to gain product knowledge to maximize the value of your solution and enables you to provide your feedback directly to our team members. Depending on the service plan you choose, your organization may be eligible for up to three complimentary attendee passes to the Customer Conference.
LICENSE PORTFOLIO
Protech understands the complicated and confusing nature of software licensing and the respective renewal schedule. To help our customers plan and budget for license expenditures, Protech prepares a report that illustrates the product, cost and renewal date for the current year, plus 3 years out. This report includes all software purchased through Protech, including software from Microsoft and other third-party providers.