|
|
|
|
 |
Support
Exceleron support services are comprised of two basic elements: 1) technical and user support of PAMS during standard business hours and 24/7 support on critical issues as identified by both the provider and Exceleron; and 2) documentation and training offered during the initial implementation phase and periodically throughout the utilization of its platform.
Relevant to element number one cited above, electric service providers are supplied with a support number and email address to which all inquiries should be forwarded. Additionally, each provider is assigned an account manager to ensure all needs are being addressed and to provide an escalation matrix necessary.
In conjunction with initial implementation, documentation and training is considered integral by Exceleron and, therefore, presented in several fashions to include an electronic version. All training is preceded by an agenda and coordination with the provider’s key players.
As an added benefit, an advanced support link is reserved for service providers. This secure section requires a login and is geared towards trouble-shooting, FAQs, updated documentation and invitations to upcoming training sessions.
|
|
|
|
|
|
|
