Support Services
To maximize the value of your SLP product investment, you need timely, expert support—whether you're an IT manager dealing with document archiving or a Regulatory specialist managing data critical to your business. SLP has you covered.
Support is provided under SLP's Quality Management System (QMS) with associated SOPs and WIDs. Our staff is fully trained on the appropriate support protocols, supported products and directly related work instructions.
Our support process is based upon the industry-standard ITIL V3 methodology for Customer Support Services. Our main system of record for tracking and recording incidents is a commercially available Customer Relationship Management (CRM) system using web-based cloud technology.
Customers can request support via telephone, e-mail (Support@SLP.Com), or secure web portal. Our web portal also offers access to an online knowledge base, FAQs, product documentation, viewing of active and closed incident tickets, and the ability to log calls 24x7.
SLP offers two levels of coverage to meet your support needs, Standard "Expert Level" Coverage
24-hour support portal access
Single-user access standard; additional users optional.
Web submittal of support requests
Features updates and call logging for tracking of reported issues and escalation (email and telephone access also available).
Online documentation
Knowledge base, product sheets, white papers, and more.
Technical Support Staff
Available 8:30 AM to 5:30 PM (ET USA), with two-hour standard response for critical issues.
Optional "Enterprise Level" Coverage
- 24 x7 priority issue support
- Rapid response—1 hour maximum response for mission-critical Priority One problems.
- On-site business solutions support
- Monthly performance reporting
- Dedicated support resource—Single point of contact for support issues.
- Additional support period hours
- Stand-by resource available for business peak periods or for other critical times.
No matter what your requirements, SLP has a support solution that meets your needs.