> 5. Training & Support
5. Training & Support
5.1 Customer Training
Q. What is InSite's training and knowledge transfer process?
InSite is a highly user-friendly application where the need for training is set at a minimum. We use your first campaign message as the starting point to get you comfortable using the system. Once this first campaign is posted, most customers are comfortable enough to continue using the system independently, sometimes referring to online help files. Formal day training sessions can also be set up (on site) to train licensed administrative users.
Q. What training is included in the "base" offering?
We will train licensed administrative users via web seminar to set up your first campaign message.
Q. What supplemental training is provided?
Onsite training at $1,995 per day/session.
Q. Where is the training normally provided?
At client location or our training center in Chicago (whichever is more practical).
Q. Do you provide a high-level overview of user documentation?
User documentation is embedded throughout the application to respond to user questions as they arise. A PDF user guide is available to all users in the Help section of the application. This documentation includes all the "how-tos" of using InSite Messages.
5.2 Customer Support
Q. What type of support comes with InSite?
InSite provides customer support through the following channels: Web-based support 24/7, toll-free help-desk 8AM-5PM PST, and email support requests.
Q. What is InSite's escalation response model?
Please follow the Services & Support link on our website to see a detailed description of our escalation response procedures.
Q. How is error handling managed? How do you prioritize error handling (e.g. by hours or days with a specific fix turnaround time, or by other methods)?
InSite Messages applies application monitoring to all active accounts. Error handling is managed online.
Q. What guarantees are offered for correcting system or application errors in the past?
We exceed all industry standards for response times related to service and support requests. Please follow the Services & Support link on our website to see a detailed description of our escalation response procedures.
Q. Does InSite have disaster recovery and other business continuity provisions?
Yes! Our backup storage back-end is a fully redundant SAN utilizing high-speed drives to protect against data corruption and data loss due to drive corruption or failure. Proactive alerts enable us to fix redundancy problems before they ever happen. We use the award-winning Veritas Netbackup product which allows virtually unlimited disaster recovery possibilities. Also, our disaster recovery software alerts us of any backup issues or failures before a problem arises. This allows us to be proactive in troubleshooting issues to ensure restorable data is there when needed.