The Vertex system is designed to provide information management services to all users, in all departments, all day – every day. There is no ‘system downtime’ expected, even during accounting month-end processes. Corporate data is automatically copied to a secure environment outside of normal business hours, and the update log works continuously.
The customer service team provides support to customers using a state of the art, internet-based customer support system. We understand the critical importance of information to the operation of your business, and are always available to help.
Comprehensive customer support
Support services include:
- On-going software maintenance
- Periodic system planning sessions with customer staff
- User group review and discussion to prioritize product enhancements
- Periodic software and technology upgrades and user training
- On-line user documentation for easy reference
- Customer call logging to manage issues from initial report to resolution, testing and installation
Customer service events are submitted and logged via a single form.
Centralized support facility
Vertex and its associates are equipped with comprehensive systems to record and track all customer and project communications from a central facility, including:
- Requests for service, training, or just help to complete a process
- Application and system software upgrades,
- Product maintenance, enhancements, and upgrade plans.
These tools help provide the internal control required to meet the reliability and performance expected by our customers.
Product Test Facilities
Software updates are tested with a variety of test environments and data prior to release. The test facilities are available for customers, and prospective customers, to conduct product evaluation, and fit-for-purpose testing. For example, the facilities can be used to undertake a pilot test for a specific gas processing facility configuration.
Vertex provides the resources to load customer data (e.g., wells, batteries, gathering and processing facilities), and can provide access for staff to run the system from your site. This opportunity has proven to be economical and convenient for those interested in evaluating new business processes without the expense of in-house data conversion and implementation.
How to arrange a test: Please contact us to discuss arrangements for scoping a product test.