Our Moving Company Software Can  Do For You for movers

Customer Support

Every Interaction Counts at Netensity™.

moving-software-support

At NetensityT™, we place high emphasis on the success of our valued customers and to that end, we take utmost care in planning and executing tasks such as initial setup, end-user training, support and post implementation reviews. We firmly believe that support and training must not be an after thought, but rather these important activities need to be planned in advance, executed diligently and monitored continuously to ensure that our customers are not buying shelf-ware from us. We continuously work with you and your team to ensure there is good user adoption and that system usage is consistent across the board.

Our support options are meticulously designed to accelerate issue resolution and meet your service level requirements. Our support teams are strategically located in North America and Asia to provide our corporate clients with 24x7x365 unlimited worldwide support.

Be confident that your staff will receive the best possible level of support from Netensity™.

SUPPORT OPTIONS

Standard Premier Corporate
Support Hours 8×5 (region based) 12×5
(region based)
24×7 (P1 only)
12×5 (P2 & P3)
Number of Cases Unlimited Unlimited Unlimited
Severity1
Response Time
1 Business Day 4 Business Hours 2 Business Hours
Severity2
Response Time
2 Business Days 1 Business Day 4 Business Hours
Severity3
Response Time
3 Business Days 2 Business Days 1 Business Day
Phone Support No Yes Yes
Dedicated Relationship Manager No No Yes
Custom logo and signature setup for each user Yes Yes Yes
Integration with your website move estimate form to capture and distribute leads No
Optional
Yes Yes
Designing a move estimate form No
Optional
No
Optional
Yes
Custom template creation for Quotes, Invoices, Bill of Lading, Commercial Invoice, Airway Bill, Pre-advise and Purchase Orders Creation of up to 3 templates
Additional templates optional.
Creation of up to 5 templates
Additional templates optional.
Creation of up to 10 templates
Additional templates optional.
Tariff Import Import of up to 3 Rate Cards
Additional rate cards optional.
Import of up to 5 Rate Cards
Additional rate cards optional.
Import of up to 10 Rate Cards
Additional rate cards optional.
Setup of Custom Pricing Rules No
Optional
No
Optional
Yes
Optional
Customizing Inventory Interfaces for Pre-move Surveys No
Optional
No
Optional
Yes
Optional

Severity level definitions:

Severity 1: Critical – System unavailability

Severity 2: Urgent – Major functionality is impacted • Significant performance degradation •

Time-sensitive feature activation • Login issues • Data integrity issues

Severity 3: High – System performance issue • Inquiries about routine technical issues • Information requests • Feature activation or data export requests

DOCUMENTATION

Many of your most common questions are answered in our online support portal. We’ve carefully documented each of our features and have provided them online for you.

For more information on our support options, please contact us at support@netensity.com.

Post Implementation Adoption Evaluation and KPI Reviews

To demonstrate our commitment to the success of your Organization we will periodically offer complimentary reviews of system usage to evaluate user adoption and to measure KPIs during the first year of usage. As part of this exercise, we will review user adoption, consistency of usage and process flow; and provide an executive report to Management with recommendations. The reviews will be offered once a month for Premier and Corporate Support subscribers and on a quarterly basis for Standard Support subscribers during the first year of usage. Starting from the second year the complimentary reviews will continue to be offered quarterly for Premier and Corporate Support subscribers and annually to standard support subscribers.

Upgrading to Premier or Corporate Support

Clients can upgrade to Premier or Corporate Support at any time by sending an email to support@netensity.com or to their account manager.