Whilst each partner is responsible for the first level of support, our technical support team will assist in addressing any technical issues throughout the lifetime of the client relationship. Once a client is productively using the system, additional upgrade or feature requests are common and drive the lifetime value of each client. It is the responsibility of the partner to continue the dialogue with the client to secure any further follow-up commissions for the account, involving nextVision for further guidance as appropriate.
As a partner, you will be responsible for your clients and leads as a first point of contact. It is important to understand to what degree a partner is expected to autonomously address client issues, escalate to technical support, or refer to nextVision management for further assistance.
Examples of client support requests expected to be addressed directly by the partner
- General questions relating to existing features or software functionality
- Basic troubleshooting or uncertainty regarding proper use or instructions
- Questions regarding feature differences between acture packages
- Explanations of software features that are standard across any of the acture packages
- Questions regarding installation or user account access rights
Examples of client support requests that should be escalated to our technical support team
- Software bug reports or issues relating to the system rather than the user
- Hosting or server connection issues
- Faulty data processing or reporting
- Issues where initial common sense assistance failed to resolve the issue
Examples of client support requests where nextVision management should be consulted
- Discussions involving demonstrated interest in acture Pro, beyond basic questions
- Data security or system architecture concerns
- Any type of complaint beyond what can be immediately addressed by the partner or technical support
- Contractual issues or questions
- Any concern where it is unclear whether nextVision management should be informed