Getting Started

Post Go-Live: Customer Success and Support Teams

144 views June 14, 2018 June 20, 2018 Leandi Kolver 1

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  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

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