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Collect! Annual Support Overview

Everyone at Comtech is committed to the success of our customers. To ensure that success, we offer a wealth of training and support options.

All of our resources are available within our Member Center. Members may log in 24 hours a day, 7 days a week.

Obtaining a Membership contract for the software that runs your business is a wise plan: you can get fast and efficient answers to your questions on Collect! as they arise, and you can get access to the ideas and enhancements that can increase efficiency, productivity and profitability.

Please review our Support Policies and Procedures for an overview of our Technical Support offerings, and how Collect! Members can contact us to address technical issues.

Receivables management is a business that relies on two primary things: people and technology. When you get a Membership package with us you reap the rewards of that investment through working with an experienced Technical Support team, regular updates to your software and new features developed at the request of Members just like you.

You benefit in many ways when you subscribe to your own Collect! Membership Plan. Whether you're thinking about the latest Credit Reporting guidelines, looking for a new report, have a question you want to post to our Technical Support technicians, or wanting to submit a change request for the software, a Collect! Membership Plan provides you with priority access and support.

Please review our Support Policies and Procedures for an overview of our Technical Support offerings, and how Collect! Members can contact us to address technical issues.

Your Collect! Membership Plan gives you:

  • Free software updates within your major version of Collect!
  • Connection to the best collection practices and experiences of hundreds of other Collect! Members
  • Member prices for seats and modules
  • Priority technical services
  • On call weekend and holiday emergency call back services (only available to Members)
  • Over 60% off on technical service rates
  • Access to our valuable online Members Center, which provides a library of online training videos, access to report and letter libraries, and our Members-only technical reference portal and ticket system
  • And more ...

Services Overview

Take advantage of our Technical Service Team's expertise to help you further improve your business and get more out of your Collect! investment. We can offer a wide variety of services, including One-On-One Training and Walkthroughs, Consulting, Custom Reporting, Data Conversion and Customization. Collect! Members get priority access and discounted fees for these services:

 

One-On-One Training and Walk-throughs

When you want skilled technicians to show you how to do something then our Members-Only optional fee based one-on-one training and walk-throughs are for you. You save time and get training right in your office where and when you need it. Using remote access our technicians work with you to help you save time and make money faster.

 

Consulting

Use our experience to leverage your operations. Whether it's as mundane as refining your vitally-redundant backup strategies or as interesting as designing your next generation account processing contact plans, we can help save you time and money. We've got the experience to help you build real-time solutions to make you money.

 

Custom Reporting

We can help you create letters and reports to suit your exact requirements. If you use Crystal Reports then you have power comparable to the print engine in Collect! This is a powerful scripting engine and it can be used to create most remarkable output. Reports can be designed to print directly to your spreadsheet or your browser, or to create a file that is then sent via ftp automatically. Get the most out of Collect!

 

Data Conversion

We can help you efficiently build import/export systems using the flexible and comprehensive Import/Export system in Collect! Our years of experience can save you time and money. If you don't have the time or staff to build your own custom data imports, or if you want expert assistance to help guide your technical team, we have experience in all aspects of data import/export development.

 

Customization

Collect! is very flexible and you can customize it to do just about anything. In some cases, you might have a great idea that would help make things work better for you. If you have a new feature you'd like to see in Collect! we'd love to hear about it. Collect! was built from user feedback, so please email your ideas anytime to 'This email address is being protected from spambots. You need JavaScript enabled to view it.'.

Our development policy is simple:

  • If a feature is generally useful for our users then we will put the request into our development queue and it will be built as time permits based on our schedule.
  • If the feature is generally useful but you want it in a hurry then rush charges may apply.
  • If the feature is not generally useful then fees are charged based on simple time and materials.

 

Contact Us

Please review our Support Policies and Procedures for an overview of our Technical Support offerings, how you can contact us to address technical issues, or to arrange for a time and materials contract to be developed with you to meet your specific collection workflow requirements.

Standard Standard Component
FeatureUpdates Only MembershipStandard Support MembershipEnterprise Support Membership
Online Resources Available
On line help documents Standard Standard Standard
On line training videos   Standard Standard
Access to other resources in the Member Resource Center   Standard Standard
Upgrades Included
Minor and feature releases – upgrades within your present major version Standard Standard Standard
Major version releases – upgrades to new major versions Special Discount Available Special Discount Available Standard
Services Available
Tier 2 & 3 Support at Reduced Rates Standard Standard Standard
Tier 1 Support at No Charge   Standard Standard
Custom Patches to assist with Issue Resolution     Standard
Custom Database Patches to assist with Issue Resolution     Standard
Performance Analysis and Optimization Recommendations     Standard
Access to Development Team 24/7 in Emergencies     Standard
Free Replication Server License     Standard
Free Test Environment License     Standard

Technical Support Tiers Defined

Support tickets are escalated along the following hierarchy. Please note that our clients are to follow the process defined in our Support Policies and Procedures at http://www.collect.org/whatissupport.html to log support tickets and obtain technical support.

Tier 1 Support

This is the first level of support when tickets are created. A technician will attempt to provide client with needed information, resolve the problems, or provide specific service. This tier covers the following:

  • Sign on / sign off
  • Working a WIP list
  • Creating operators
  • Printing reports
  • Importing data using existing import maps
  • Providing links to articles in the help

First level support tickets will automatically escalate to second level support if the ticket will take more than 15 minutes or if the technician is unable to resolve.

Tier 2 Support

(Requires Project Management Protocols if estimated time is over 2 hours or is critical to client operation (writeback report, contact plan changes, etc.)

2nd level support tickets are assigned to technical specialists handling support tickets that are complex, billable, and/or have a longer duration for resolution (15 minutes or more). This level consists of a technician providing the following:

  • Any customizations to the existing Collect! installation
  • Training
  • Building reports and letters
  • Building import/export maps
  • Building contact management scenarios
  • Building automation scenarios
  • Implementing integration modules

Any topics not defined in any of the support tiers will start as second level support.

Second level support tickets will automatically escalate to third level support if the technician is unable to resolve the ticket.

Tier 3 Support

(Requires Project Management Protocols at all times)

Tickets are assigned to this tier only when the problem cannot be resolved by the first or second level of technical support. 3rd level includes:

  • Database maintenance automation
  • IT systems management and backups
  • Developing integration modules
  • Database access via ODBC/JDBC
  • Interfaces to reporting tools
  • Custom development to the core software

Client will receive a Project Charter for tickets that require Project Management. The Charter will outline the work to be done and the prepayment the client must make. If the ticket deviates from the original Charter, then a new Charter with a new outline of the work to be done will be issued.

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