Active support from real people.

24-7 user support With ticketing service to get issues resolved during off-peak hours.
Customer Success Manager Admin receive a named Customer Success Manager, real-time reporting and monthly performance reports.
Quarterly business review Quarterly business review sessions for Business champions & senior stakeholders.
HICX Support Team

This is how we roll

Our goal is to achieve customer delight, and great people are the key to our success. We invest time and training in our teams so they help you achieve your business objectives.

Strategic

HICX annual Client Advisory Board (CAB) provides a forum for the most senior stakeholders in our accounts to discuss their strategic requests of HICX.

Tactical

Every account has a Quarterly Business Review (QBR) to discuss SLO’s, tickets raised in previous quarter, share latest functional enhancements that clients can leverage, and agree priorities for next quarter.

Operational

All clients have a named Customer Success Manager (CSM) for weekly operational calls. The product manager will join calls from time to time to review themes from issues and requirements, and incorporate these in the roadmap thinking..

Technical Support

Leveraging our global base HICX provide support on 24-7 basis, and if required, take a "follow-the-sun" approach for ticket resolutions, where leveraging time zones enables issues to get resolved during off-peak hours.

Technical support

Our solutions are delivered as Software as a Service, as such they come with technical support included. What this means is that if the solution has any technical defect or an infrastructure related problem, they will be dealt with by HICX as part of the software license.

LevelDescriptionResponsible
First levelThe customer's internal end user supportSubject matter experts / Power users
First levelThe customer vendor end user supportVendor relationship owners
Second LevelEnd user technical support - handling of technical questions beyond the scope of first level user support, and carrying out required investigationThe customer IT
Third LevelApplication technical support - handling issues relating to the system not functioning as required.HICX

A typical hierarchical support model for a deployment.

Helpdesk as a Service

For clients who prefer to outsource support services, HICX provide a range of services that can be taken as packages or combined to find the right blend. Examples of where HICX can provide best value include:

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Explore our solutions

Try for yourself

Give our sales team a call +1 (312) 948-0391 (US) or +44 (0) 203 325 4244 (UK)

Live Demo

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