Customer Support Commitment
The PolGroup-Solution's Business Unit (PSBU) provides comprehensive support resources for its customers. Three levels of support are available for customers needing assistance with the StrategicValueWare: Enhanced PolGroup-Solution's server and Client applications. The three levels of support are: CSC, CSE and Development.
PolGroup - Solution's Customer Support Centers
The customer can contact a PolGroup-Solution's Customer Support Center (CSC). PolGroup-Solution's CSC's are staffed with knowledgeable and trained support engineers who are ready to assist customers.
Note: Only customers who have valid and current support agreements or who installed PolGroup-Solution's software within the past 30 days can contact a CSC.
To better understand and resolve a request as quickly as possible, a customer should provide the following information when contacting a CSC:
The customer and the CSC engineer determine the severity level of the problem using the following guidelines:
The CSC engineer assigns a case number to the problem. This number is used in all communications with the customer and allows for easy tracking of the problem and its resolution.
To contact a PolGroup Solution's Customer Support Center
Call Monday through Friday (excluding PolGroup holidays) 9 AM to 6 PM EST Phone: 908.887.5522
We also offer additional "Support Level Agreements" which we call SLA's. These may be individually tailored to your needs.
Please call 203.550.5600 for information about SLA's.