UNAPEN: Client Technical Support

We recognize that, along with technological solutions, client service and support can differentiate a business from its competitors. We therefore employ a 24x7x365 support agreement for all critical issues. Critical issues are defined as mission-critical and prevent the client from executing production-related business. Our management team receives mobile notification once a critical issue has been reported.

We pride ourselves in responding to client issues in a timely manner. Critical issues are guaranteed a response time of two (2) hours during business hours and five (5) hours outside business hours. Non-critical issues are addressed during regular business hours (8 AM to 6 PM Eastern Standard Time) and are guaranteed a response within one (1) business day of issue reporting. More than 80% of client issues are resolved the same day they are reported!

	Telephone Support: UNAPEN will provide telephone support to explain the functions and features of the program, clarify the contents of documentation, analyze and correct errors and deficiencies in the program to the extent that such analysis and correction can be provided by telephone.
	Remote Access Support: UNAPEN will provide remote access support to analyze and correct errors and deficiencies in the program to the extent that such analysis and correction can be provided remotely and cannot be provided by Telephone Support.
	Site Support: If the client is experiencing a problem that materially impairs the client’s use of the program and the client is unwilling or unable to provide UNAPEN remote access to its systems, we will provide support onsite.

UNAPEN has an in-house client support team. Members of our expert support team have thorough knowledge of our products and solutions, as they have played a critical role in their development and implementation. UNAPEN members also have certifications and expertise in Microsoft, PAS and other 3rd party technologies as well. This helps greatly to assist with issues even when they are outside of our product line.