Unmatched Dedication to Client Service
Global IQX is built on commitment to top quality service. Our clients are our first priority. We want you to be 100% satisfied with your investment. Whether it be training or post implementation support, we are fully committed to our clients maximizing their return of investment. As such, our organization addresses all technical and support issues in a timely and efficient manner. We offer a comprehensive technical support program that enables our customers to rapidly move forward with mission-critical application development and deployment initiatives.
As part of our standard service agreement, Global IQX provides Client Service for all clients on maintenance 24-hours a day, 7-days a week. Client Service hours are 7:30 a.m. to 9:00 p.m. EST, Monday through Friday. During off hours, calls are sent to a page and will be addressed within 12 hours.
To initiate support or help, clients should contact Global IQX at (613) 723-0670 or clientservices@globaliqx.com where they will be connected to a client service specialist who will immediately help assess the severity of the issue. Alternatively, clients can also contact their assigned Client Service representative.
Each issue will be reported and defined, Critical, Severe, Important and Minor. We will devote all necessary resources required to help resolve each support incident as quickly as possible.
For Critical issues, Global IQX's objective is to respond with an update no later than one hour of the initial call, followed by continuous updates.
For Severe issues, Global IQX's objective is to respond with an update no later than two hours of the initial call, followed by continuous updates.
For Important issues, Global IQX's objective is to respond with an update no later than three hours of the initial call, followed by continuous updates.
For Minor issues, including development issues or basic help questions, Global IQX's objective is to respond no later than four hours, followed by continuous updates.
Other Features may include:
- device monitoring at 1 or 5 minute intervals (depending on package)
- notification by email, pager, or fax, 24 hours a day, 7 days a week
- easy to use web based client portal allows you to
- add/modify/delete "notifications" - how alerts are sent and where they are sent
- add/modify/delete "service checks" - which servers and services to check
- temporarily "deactivate" a notification or a service check - useful if a person is on vacation or if you are performing maintenance on a server
- review historical statistics showing total service "uptime" and "downtime"
- add/modify/delete custom "time periods" which can be associated with notifications and service checks to allow for maintenance windows and time-based alerting
- service checks for ping (icmp), http, http-ssl, ftp, dns, smtp, ntp, imap, pop, smtp, real media, ldap, postgres, mysql, postgresql, oracle, generic tcp, snmp, many UNIX server metrics, and many Windows server metrics.
Your business requires top-quality service and support to compete in today's marketplace.
