Our service commitment
At Pluss Software, we pride ourselves in having some of the best customer service and support in the industry. We have knowledgeable staff ready to answer your questions, to help improve your business processes, and to share advice gathered from more than 500 customers that we work with on a regular basis.
Our technical support teams hold themselves to a high standard and adhere to strict service level agreements, providing quality support in a timely manner. In a 12 month period, our team processes over 15,000 support tickets using our ticketing system, HappyFox. We typically achieve more than a 95% satisfaction rate on all support tickets and hit all SLA’s on 98% of all tickets.
These are our posted SLA times:
- Critical Items
- When business is down or is severely hindered
- Must be responded to in 15 minutes or less.
- High priority tickets
- Situations where your customer is waiting or you have something you cannot achieve without our assistance or has a deadline for the action
- Must be responded to within 1 hour or less
- Normal priority tickets
- Normal calls and tickets fall into this category
- Must be responded to within 2 hours or less
- Low priority tickets
- For very low priority calls. This category is rarely used.
- Must be responded to within 3 hours or less
Whether you are learning a new software product or working to improve your existing knowledge and processes, you will have questions. Our friendly staff is here to help you find answers. Customer satisfaction is at the heart of our support process and our goal is to help you to find the right answers in the shortest possible time so that you can get back to running your business.
Everyone has software solutions, but we have the people to support your company when you need it, and how you need it.