OpSource - The Software as a Service (SaaS) Experts

A key component to the success of any software vendor is customer satisfaction, and nowhere is this more important than in the Software as a Service (SaaS) market. In the traditional model of software delivery, technical support is generally limited to business hours. With SaaS, however, it is critical that you ensure that both the application and the infrastructure supporting it-the network, the load balancers, the firewalls, etc.-are available 24x7x365.

If your call center organization is the front line to your end users, and the SaaS model mandates increased responsiveness and customer satisfaction on your part, an argument can be made that the call center is likely the most critical component of maintaining a successful SaaS offering. At OpSource, we are solely dedicated to SaaS enablement and your success. We feel we succeed only when you succeed, and that is why our OpSource On-Demand solution includes not one, but two, types of call centers, both staffed 24x7x365 with highly-trained technicians.

OpSource On-Demand's Customer Care Center (C3) is designed with you in mind, while the Client Customer Care Center (C4) is designed to deliver top quality service and responsiveness to your end user community, under your brand. OpSource staffs both call centers with highly-trained technicians 24x7x365 and backs them with SAS 70 Type II-certified processes and procedures.

The C3 can be considered your operational and monitoring extension. After years of experience hosting applications for hundreds of customers large and small, the C3 has developed the tools, processes and procedures necessary for delivering top quality, responsive service.

Staffed 24x7x365

Building and staffing a call center for around-the-clock operations is expensive and difficult to manage. With OpSource On-Demand's C3 and C4, we assume this burden, allowing our customers to focus on developing and delivering high quality, feature-rich applications.

Level 1 expertise

Every call center staff member is trained and well-versed in handling your Level 1 (front line) calls, because we work closely with you to develop and document the necessary procedures as part of Optimal Integration process.

Maintenance and management of secure, customer-dedicated network segment

Our call center technicians are trained on the intricacies of your dedicated environment, allowing them to quickly and easily address questions and concerns as well as to adequately understand the impact of monitoring data. Like a sentinel standing guard over your application and environment, call center technicians ensure application uptime and performance.

Defined and documented Change Management procedures for scheduled and emergency changes

With every software application, there are regular and sometimes even emergency updates. Our call center engineers work with you to define, document, and then follow a strict change management procedures. Adherence to these procedures is paramount to a consistent and reliable delivery of your application.

Scheduled reviews and rotation of all logs

As part of the monitoring process, our call center technicians regularly scan and rotate system, application, web, and security logs and work with you to ensure everything is running satisfactorily.

Oversee Multipoint Monitoring for Network, Servers, and User Experience

Every call center technician is familiar with your Multipoint Monitoring settings and results and can modify and/or perform ad hoc monitoring tests as necessary, thereby ensuring your application is running to your users' satisfaction as well as heading-off any potential future issues.