What kind of hold times does CoLinear experience for tech support?
Our hold times are virtually zero. But that’s not because we have many support technicians catching the phone. Rather, it’s because we limit telephone support to emergency, production-stopping issues alone. The bulk of all support requests are handled via email which is much more efficient and effective than phone support. Our policy is to respond to all email requests for support within one hour with the exception of those that require research or a developer’s review. Typically, we respond to support emails within 10-30 minutes. A technician may also contact the user by phone to get additional information or clarification, as needed. We’ve found that support via email is extraordinarily effective. It not only provides a written audit trail of all correspondence on a given issue, we’re able delegate (or escalate) any incident without delay (including a comprehensive, written history of the question or problem). By freeing up the phones primarily for requests for emergency service, our
