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Post Go-Live: Customer Success and Support Teams

Upon release to production, ongoing support and service will be managed by our dedicated Support and Customer Success teams.

Additional details about each team are provided below:

Customer Success Team Overview

Training and Education

  • Assistance with product training, delivered by the CSM
  • Best practices on how to leverage Kurtosys products in the most efficient & effective of ways
  • Education around our latest product updates & upcoming platform changes

Service Monitoring

  • Oversight across live programs to ensure maximum uptime
  • Escalation point for all support related requests logged in JIRA or FreshDesk
  • Day to day touchpoint for all product-related enhancement requests

Performance Management

  • Regular metric analysis to ensure success against KPI’s
  • Proactive delivery of optimization recommendations & areas for growth
  • Quarterly business review meetings

Thought Leadership

  • Knowledge sharing around fin-tech, digital marketing & asset management industries
  • Ongoing strategic guidance on how to partner with Kurtosys to ensure success against overarching business goals

Support Team Overview

If you have a support query or discover an incident, please contact our support team using [email protected].  Ideally, your email should provide the following information:

  • Date & time of incident
  • A contact name for follow-up
  • Your incident classification (Critical, Major, Minor)
  • A description of incident
  • A description of impact to service
  • The user details/URL used to access the Product and Service when the Incident occurred
  • An Indication of how to reproduce the Incident
  • Screenshots/other information you feel would be helpful to us in resolving the Incident