Expect the Best
As a Prescient client, assistance doesn't end after your implementation. We understand your need for on-going support, and our offerings ensure that your requests for help, problem resolution, product enhancement, training, or other services are promptly addressed.
Whether your solutions are premise-based or hosted, Prescient's state of the art support services are tailored to fit your unique business requirements and maximize the return on your technology investment.
Our Client Support offerings include:
- Client Extranet: The ultimate client support tool. Our proven process leverages the best of today's technology for issue submission, routing, escalation, and resolution; access to FAQs and client forums; online product training; and software and service pack downloads.
- Online diagnostic support. Prescient uses the latest communication software to dial in to your system for remote diagnosis and problem resolution (for selected Prescient services).
- Incident tracking. If we can't resolve your request immediately, we will provide you with an Incident Number for tracking purposes. This information is easily accessible on the Extranet.
- Phone support. Client Support Analysts are available between 8:30AM and 6:30PM EST, Monday through Friday (except certain holidays). Prescient also offers a support hotline that will record your call at other times, or if all Client Support Analysts are busy.
- On call support: 24 x 7 on call support is available for clients with extended support contracts or on a cost-per-call basis for all other clients.
- Advanced Commerce online training and help: You can access a number of training and help features through our web-based application.
- Advanced Commerce site availability: Prescient provides service 24 hours a day, six days a week, and 16 hours one day a week. Scheduled maintenance times are Friday 8:00 PM to Saturday 4:00 AM CST, with occasional maintenance performed Tuesday or Thursday from 10:00 PM to 12:00 AM CST.
- Same day acknowledgment of your fax or voice mail message.
- Coors Extranet: An informational website for Coors brewers and distributors that provides the latest retail pricing information and facilitates the collection and consolidation of that information into standard reports.
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