NetWrix Technical Support: How It Works?

U.S. Based
No Subcontractors
No Outsourcing

To deliver superior customer service experience to our clients we have clearly established workflow that ensures close cooperation of support representatives and software developers on all levels:

Level 1: Initial level. L1 is your primary point of contact that is assigned at the time your ticket is submitted or when you call for support. This person is fully responsible for coordination of all other levels until the ticket is resolved. We carefully select and train our L1 personnel to be responsive, polite, and as patient as possible to ensure your satisfaction. Average response time for L1 is 1 business day.

Level 2: Detailed investigation of issues. The person working at this level is usually a senior member of the R&D team of the NetWrix product associated with your ticket. The job of L2 person is to make sure that all answers going to you are correct and clearly address the issue you submitted. All L2 people are highly experienced senior-level technical specialists who have at least 5 years of professional experience and spent at least one year actively developing the product you are working with. Average response time for L2 is 1 business day.

Level 3: Development. Your ticket will be escalated to this level by L2 when your issue requires some research or development of a hot fix. Customer service is our primary priority and one or more developers will be urgently re-assigned from their current development tasks (e.g. development of new features) in order to resolve your issue as soon as possible. L3 development is closely managed by a senior-level developer. Average response time for L3 is 3-4 business days, sometimes sooner. In rare cases it may take much longer, but you will be explicitly notified about this.

Level 4: Quality Control. Your ticket will be sent to this level when L3 completes development of a hot fix. The job of L4 is to perform thorough testing of all hot fixes to make sure they fix what they are intended to fix, have seamless upgrade paths, and don't introduce any new problems affecting your NetWrix product and/or environment. Average response time for L4 is 1 business day. If testing fails, the ticket will be sent back L3 for rework and then thoroughly re-tested from scratch.

Management Review: At any time during your ticket lifetime the company management regularly performs reviews to ensure no delays occur and your ticket is handled according to our high standards of customer service. Meeting and exceeding your expectations are our top priorities. We are interested in any feedback you might have about the service you receive.

Please submit the form below if you have any complaints or suggestions and they will be carefully reviewed by company management: