World-Class Customer Support

Continuous Computing's support professionals provide world-class assistance to Tier 1, 2, and 3 NEPs. Customers enjoy unequalled technical expertise, in-depth problem-solving, and complete issue tracking. Please see our Customer Support Packages and Support Policy.

Requests for Customer Support receive immediate and automated email responses that provide issue-specific Customer Problem Report (CPR) numbers. Customers are able to view and track the status of an outstanding CPR via the web 24 x 7. Field Sales Engineers are also available during local business hours, excluding Continuous Computing holidays.

Quick, Professional Response

We take pride in our response times. Because our technical resources are in-house, we respond within hours for critical issues. If our support team is not able to resolve an issue rapidly, it is quickly escalated to management based on severity.

Root Cause Analysis

Our support professionals work closely with the engineering and manufacturing teams to ensure that problems are solved at the source through a documented, closed loop corrective and preventive action program. Every issue is tracked to resolution to ensure customers' reasonable satisfaction.

Quality Systems and Processes

As an ISO 9001:2000 certified company, Continuous Computing adheres to documented processes that produce consistent, positive results. As a result, our manufacturing and service operations are virtually paperless. The resulting customer benefits include:

• Support Call, Service Order, and Product Issue databases for accurate tracking
• Ability to pinpoint product repair status
• Repair quality that meets or exceeds industry-accepted standards
• Customized reporting of service, support, and product performance data