SongSecure is built on the success of our clients, and it’s our world-class support that makes clients for life. SongSecure has made it a priority to focus on superior performance in our professional services and post implementation support.
The SongSecure Support Team
Our clients enjoy the peace of mind that can only come from a support team with an average of over 13 years of experience. Our people are equipped with state of the art tools to deliver rapid resolutions and accurate information to all of our clients.
Each support request is opened in the helpdesk system where a case number is automatically assigned and time/date stamped. They are all tracked from inception through resolution, and automatic escalation rules provide e-mail notifications to management based upon the length of an open case or the severity of the issue. The service department has regular meetings to review the status, process and opportunities for customer service improvement.
SongSecure’s support goes well beyond phone calls; customers also have access to our online helpdesk, knowledge base, and library of documentation. SongSecure employs the power of web based remote diagnostic screen sharing and offers the industry’s leading remote-support services. This feature meets the government-approved Advanced Encryption Standard and allows our support team to see and respond to everything that is going on in your account.
SongSecure support is available through our website helpdesk.
The SongSecure Help Desk
Accessible from Anywhere • Delivers Instant Answers • Available 24 Hours a Day
This valuable self-service resource empowers customers to answer many of their own questions through SongSecure’s:
- Knowledge Base . Allows clients to use our internal search engine for hundreds of real-world problems and solutions. Our knowledge base puts you in front of the same information used by our support team, and is constantly being updated and expanded.
- System Documentation. Contains documents that cover topics ranging from SongSecure user’s manual to troubleshooting tips
- Users Group . Serves as an online forum for our clients to network with each other and discuss their thoughts, solutions and experiences with fellow SongSecure users.
“They [SongSecure Support] are wonderful … they are able to help me right away. They call back when they say they will, which is a good thing. Everyone has always been truthful about the program and the timeframe in which they will perform something.”
“I appreciate your help tremendously. I think this has been the best support call I’ve ever made. Thank-you. ”