Razorleaf recognizes that continued succcess and return on investment require superior on-going product support. Razorleaf’s Comprehensive Product Support is essential to ensure smooth operation and maximize the uptime of your mission-critical system. Razorleaf employs a full-time, highly trained, dedicated support team to provide our clients with continuing improvements and success. Many key advantages place Razorleaf Support at the top of the industry.

FULL-TIME DEDICATION
Razorleaf’s commitment to the quality of support is evident in its team, tasked with a single responsibility – supporting our clients. Support consultants focus all of their attention on solving issues as completely and quickly as possible. Without the distractions of having to juggle other duties and implementation tasks, Razorleaf support consultants are available when you need them. This means that issues get resolved faster, your downtime is minimized, and your group can get back to work instead of sitting by the phone.

TRAINED AND EXPERIENCED SUPPORT TEAM
Razorleaf’s support team is comprised of professional consultants who are rotated between implementation or development projects and support responsibilities. When serving as members of our support team these consultants focus solely on client support, applying their real-world experience to solving your issues.

This method of staffing ensures that, while working with our support team, you will receive a level of expertise and focus on quality that can only be achieved though participation in real-world projects. This also means that quite often, the support team is intimately familiar with you, your company and your implementation. An additional level of comfort is delivered by the ability to be supported by the same consultant that stood over your shoulder, implementing your solution.

ISSUE FOLLOW-UP
The most important aspect of support is to allow you to hand off the issue, and get on with your job. Razorleaf’s centralized call tracking system allows all calls to be tracked to completion with automatic status reports and daily reminders for our consultants. Razorleaf performs daily reports and procedures to ensure that client open issues are consistently followed-up on regardless of who is responsible for the next action. Automatic email notifications keep you up to date on the progress of your issue, remind you of action items, and provide you a rare behind-the-scenes look, letting you see the communications with the vendor.

Your time is valuable. Don’t sit on hold waiting for vendor support, let Razorleaf do the heavy lifting for you. The Razorleaf support team leverages our established relationships with the software vendors to expedite issues, obtain the real information for our clients and provide the inside track on product direction to help you make decisions.

POWERFUL SUPPORT TOOLS WORK THE WAY YOU DO
Whether your preferred method of communication is email, web form, FTP, or if you like to pick up the phone and talk to a friendly voice, Razorleaf provides the tools to optimally solve your issue. Support consultants regularly utilize teleconferencing, large file transfer utilities, and even remote access tools to look into a client’s site, witness issues first hand, troubleshoot, and even repair issues. As new tools and technologies emerge, Razorleaf is one of the first to offer them to keep our clients up and running.

ABOVE AND BEYOND THE VENDORS
Most vendors provide support for defects only; leaving the onus on the user to troubleshoot and prove the issue is a software defect. Razorleaf is focused on the productivity of the end user. Whether the issue is a software defect, a confusing configuration problem, an installation question, or even a How-To question, Razorleaf’s goal is to get you productive.

In the even that a software defect is encountered, the first focus of the Razorleaf support team is to provide a workaround to ensure that you can work while the issue is being fixed. Once you are back to work, Razorleaf support consultants will troubleshoot the issue and work with the vendor to get it resolved with as little disruption to your productivity as possible. Additionally, when users find new functionality that they would like to see in future versions, the Razorleaf support team is happy to process these enhancement requests with the vendor on your behalf.

CONTACTING RAZORLEAF TECHNICAL SUPPORT
Razorleaf support can be contacting through a variety of methods:
Email: support@razorleaf.com
Phone: (330) 931-4345