Professional Services

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T: 262.717.6500
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Support

The Metrix support organization works with clients to solve application functionality issues within the Metrix Application suite. There is a five-tier support structure through which issues are escalated, depending on the complexity of the issue. The two primary sources of support for our product come from our Frontline and Backline teams.

Frontline (Application Support):

• 1^st Tier support
• Initial Troubleshooting
• Guidance for Trained Users in Specific Functions within the Metrix Application
• Processes Documentation and enhancement requests

Backline (Technical Support):

• 2^nd Tier Support
  
• Advanced Troubleshooting for issues received through Frontline (at highly technical level)
  
• Capable of Dialing into clients systems to verify/identify issues
  
• Guidance in technical processes such as applying SCO bundles
  
• Available for Billable technical services (on-site support, conversions, etc.)