Front Porch Digital offers a unique combination of intellectual property, staffing resources, and product knowledge that is unmatched by any other archive management vendor. Quality of customer support is the critical factor in long-term customer satisfaction and loyalty, and our customers tell us that Front Porch demonstrates a measurable competitive advantage in this area.

Our comprehensive support service is backed by expert staffing and three i support centers, located in Colorado, New York City and another in Annecy, France. As part of our standard support package, you receive:

• 24 x 7 x 365 telephone and email support
• Remote-access diagnosis into customer’s system
• Delivery of any new versions, software patches or workarounds
• First Call service on third-party products purchased through Front Porch

Responsive Support

Front Porch Digitalprovides customer support through a single telephone number and e-mail for each customer, 24 x 7. Each call or e-mail generates a ticket from the system and is assigned a specific ID number. The ticket system manages customer acknowledgement, issue tracking, problem identification and any necessary reporting. Customer issues are then diagnosed, prioritized, logged and tracked by our global trouble ticketing system. Our support staff conducts triage of the issues immediately, and then will escalate to a Tier 2 or Tier 3 engineer, if needed, to further investigate customer problems and achieve final resolution.

For general Front Porch Services information, click here to download the brochure.