CUSTOMER SERVICE & SUPPORT

Once the contract has been signed, in our view, our job of making you happy has just begun. Superior service is just one of the the things that sets Sapium apart from other solution providers:

• We now offer Live On-line Support!
• We offer service contracts that ensure you receive competent and prompt Technical Support when you need it by our staff of highly-trained and experienced technicians.
• We also offer a comprehensive Customer Care Program, functioning independently of the rest of our company in order to be as responsive as possible to your issues.

Live On-line Support

To connect to our live Support staff, please click here.

Technical Support

For technical questions and requests for service, our Help Desk and Technical Support team is always available. Our technical support services include:

• Comprehensive technical support available 24 hours a day, seven days a week (phone, email, fax and Web)
• Assistance with usage questions and applications issues for contracted applications
• Remote access to end-user desktops to diagnose and resolve problems quickly
• On-site engineering and integration
• Emergency on-site problem resolution
• General consultation and design
• Prepaid blocks of engineering time (select locations)

Our Help Desk tracks, monitors and manages all problems and requests from initial reporting to final resolution, effectively reducing the impact of day-to-day questions and operating issues while maintaining superior levels of customer satisfaction.

For more information about our support services, please call us (626) 300-8150.

Customer Care Program

Our Customer Care Program is a powerful tool established for the sole purpose of ensuring outstanding customer satisfaction. Our Customer Care Program team functions independently of the rest of our organization and has access to any resource within our company to address any escalated customer issues. Our goal is to be as responsive to the needs of our customers as possible, with easy communication and no red tape. 

Our Program features:

• Regular review meetings and surveys with the customer. We gauge satisfaction levels, areas of need and any additional requirements for future business needs
• Quick resolution of contractual issues
• Escalation of customer issues when warranted or requested by customer
• Close interaction with our project office concerning the progress of your account
• Regular internal performance reports and assessments
• Focus on development of positive, long-term business relationships