Meeting and exceeding customer expectations is the top priority for Skire and a core component of every Skire deployment. You will speak directly to people with specialized experience, deep industry knowledge, and technical skills. No other project management software company offers the depth of support that Skire offers.

Standard Service

Standard service provides access to Skire support resources Monday through Friday, from 6:00 am to 6:00 pm Pacific Time (except for U.S. Federal holidays). Callers can contact the Skire Support Group via telephone or the Web.

24x7 Service

Customers can also access 24x7 emergency support or subscribe to a full 24x7 service offering.

Primary Support Contact

A primary support person is assigned to your company. If this individual is unavailable when a support call is received, the caller will be routed to the general support team. Skire also provides customers with an escalation call list which includes group contact information, as well as individual office and cell phone numbers.

Support Levels

Skire's support options cover the following levels:

• Level 1 customer support-routine assistance that can be provided by individuals with minimal knowledge of the application, including but not limited to, setting up new users, resetting passwords, and answering questions related to personal computers and Internet browsers.
• Level 2 customer support -assistance that requires more advanced working knowledge of the application, from both the user and administration sides. This includes, but is not limited to business process configuration and set-up; company, group and permission setups; and providing end user training.
• Level 3 support is provided by Skire for issues that cannot be addressed by Level 1 or Level 2 customer support.

Skire can provide a customized support program to meet your needs. The most common scenario is for the client to designate internal resources to provide your users with Level 1 or Level 2 support, after undergoing appropriate training.