Customer support and satisfaction is the number one priority for CIPPlanner™.   Our customer support services are provided by an in-house software expert that ensures that customers receive quick and accurate answers to their questions.  

Customer support can be provided by multiple venues, including:

• Secure Internet access to your desktop
• Phone and email support
• Online resources

Product Help

CIPPlanner™ provides various tools to help customer gain product knowledge and find solutions to their problems, including context sensitive online help, user manuals, technical administrator’s guide and training manuals. CIPPlanner also provides customized training manuals on an as needed basis.

Customer Relationship Management

Once a software installation transitions from implementation to the support phase, technical support analysts are responsible for frontline call handling, client follow-up, and crisis management issues. Implementation Managers who work with customers to implement solutions will be available to provide domain knowledge support on an as needed basis.  CIPPlanner™ records all client contacts and support requests and continuously monitors the progress and tracking of the history of each incident.

Hours of Support

CIPPlanner™ provides regular support from 8:00am till 5:00pm PST Monday through Friday (excluding holidays).  Reports called in after normal business hours will be responded to the next business day. Email support requests are monitored seven days a week. 

Product Enhancements

Product support, fixes, enhancements and regular product releases are covered by the annual Support and Maintenance contract.  All updates to our products are delivered to our clients once they becoming available.

Premium Customer Support Service plans are offered and can be tailored to meet the specific requirements of an agency.