Operations
TruExchange offers
a variety of operations support services to assist our customers in running
a smoothly-functioning and professionally managed online system.
Our ASP
Services provide a secure, hosted environment for a market to operate.
All networking, hardware, monitoring, and support is professionally managed
by a TruExchange partner on a guaranteed-performance platform at a cost
dramatically below that of a self-managed solution.
Our Direct
Support Services provide 24x7 call-center and on-site technical support
to our clients and ensure that a once a TruMarket-powered marketplace
starts running, it stays running.
ASP
Services
TruEnterprise:
Total Solution ASP Offering
The TruEnterprise
Application Service Provider (ASP) offering is targeted at both organizations
seeking a low cost, full-service marketplace and at firms hesitant to
committing the substantial capital required to build a full-scale marketplace
infrastructure from scratch.
TruEnterprise
is designed as a complete managed solution for online markets. Through
partnerships with several high-end service providers, TruExchange has
developed an integrated service infrastructure that includes all of the
elements required for a successful high volume exchange operation.
This infrastructure
includes:
- Enterprise-class
server and networking hardware with complete redundancies and backup
services
- Application
hosting from a tier-1 service provider
- Very
high speed Internet connectivity with security firewall protections
- Proactive
system and network management to ensure performance levels and availability
- A 7x24x365
support center for reporting, tracking, and escalating any difficulties
which may occur.
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Direct
Support Services
TruExchange
provides three levels of support options with our TruMarket platforms:
1. Basic
Support
Includes:
Product
Hotline Support
Provides
timely responses to questions about general product usage, configuration,
documentation, and problem workarounds.
Online
Technical Support Center
Provides
additional benefits by enabling registered users to access "anytime,
anywhere" support. Customers can also obtain training information at
this site.
Support
Performance Metrics
TruExchange
is dedicated to ensuring the highest level of customer success and satisfaction
by providing unparalleled service to our customers. We publish quarterly
performance reports for all customers with valid support accounts. These
reports present "target versus actual" performance metrics for technical
support issues submitted to the customer support organization.
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2. Managed
Support
Our managed
support directly connects customers' systems to TruExchange's support
organization and offers Level-3 application support directly from our
engineering group. This enables TruExchange to login to the system and
troubleshoot directly, minimizing downtime. Network connectivity is
established either through a secure Virtual Private Network (VPN) connection
through the Internet or via a carrier-switched private network.
3. Advanced
Engineering Support
Includes:
On-Site
Installation Engineers
TruExchange
can provide a full-service installation of the customer's TruMarket
software. This service includes installation planning, installation
of new software, configuration of taxonomy data, and continuing upgrades
and patches of TruExchange products.
On-Site
Engineering Service
Functioning
as an extension of the customer's organization, an on-site engineer
can be stationed at the customer's facility to provide end-user support,
customized training and system integration support.
Continuing
Application Development
TruExchange
recognizes that once a deployment has gone live, end-user feedback,
changes in the market, and brilliant new ideas continually reshape the
functional needs of an online market.
TruExchange
offers continuing application development services as a means for our
customers to implement new features and functionality in their online
systems. Operating under our TruPlan
Methodology, we ensure timely updates, realistic release schedules,
and the full support of TruExchange's strong engineering organization.
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