Once a product or system has been delivered, the software is officially in “support mode”. Typically, the system is being used, it is solving problems, and is doing the heavy lifting it was designed to do. But just because the software is “done” doesn’t necessarily mean Decision Design is done. Most of the time our clients retain us for some period after a system is delivered. During this period, we fix problems, make changes, and answer questions. Software can be complex and even with the most prepared Delivery plans, issues come up.
Our Commitment to Support is One of Our Greatest Strengths
Our commitment to Support is one of Decision Design’s greatest strengths and a strength that causes our clients to come back time and time again. Support is about quickly finding and fixing problems. Support is about redirecting a design that didn’t quite work the way everyone thought it might. It means making quick course corrections to ensure that the user acceptance is as high as possible.
No Blame Culture
Support means resolving problems without the blame mentality that is so prevalent in the software development industry. Blaming the client, the developer, the hardware, the network, or the user for a problem is counterproductive. It shifts the focus away from solving the problem. A culture of blame means a slower problem resolution cycle and more frustrated users. Conversely, a culture of resolution emphasizes that solving the problem comes first. At Decision Design, our maintenance philosophy of no fault problem resolution is another hallmark of our Client Service Methodology.
Great Software Support Tools
Decision Design has built several sophisticated software tools that integrate you with our development team to ensure that problems are identified, triaged, and corrected quickly. And by “quickly”, we mean as fast as real time, or within minutes or hours, never days and weeks. At Decision Design, we emphasize rapid response in everything we do. Our business is structured around it. Using our DecisionTrak tracking system, we can be notified in seconds if a problem warrants such quick response. Using our DecisionIM Live Help messaging product that embeds into our software products means giving users immediate access, in real time, to our development team. Messaging conversations are tracked by DecisionTrak, monitored by project managers, and provide exceptional information about the user’s problems. And our new DecisionAlert user notification system provides notification emails for news, updates, tips, maintenance, and critical communications, all structured and formal, without missing anyone that needs to be included.
Level 1 and 2 Technical Support
Support is about providing Level 1 Help Desk support for those companies that have no formal help desk or for companies that prefer to outsource it. It is also about providing Level 2 technical support for those larger companies that have Help Desks as the first line of user interaction.
Service Level Agreements
Finally, Support is providing adaptive Service Level Agreements that give you peace of mind that we will be available for immediate response should it be necessary, but not using a full time call center that costs money when not actually used. We use a Just-In-Time help desk model that keeps costs low and provides the highest quality response.