Overview
We have an excellent post-sales support function to ensure continuous support for all our Open Sesame installations at our clients’ locations thus ensuring optimum system usage with increased productivity. From the above perspective, our post sales support falls under two broad categories:

»  24 x 7 customer service
»  Offsite/offshore maintenance

24 x 7 Customer Service
In order to provide continuous assistance for all our licensed users, Acumen has established call centers at various locations in India and is in the process of establishing more in the coming months. All our call centers in India cater to the English speaking population, wherein our customer service representatives are trained to answer all queries pertaining to our product functionality, features, etc. However, for catering to the requirements of non-english speaking population, we entered into agreements with various call centers in the respective countries (Japan, Korea, Italy, etc) to provide voice-based support for such customers in their respective languages.

Apart from that, customers can also directly mail their queries to support@acumenservices.net , for getting their queries answered promptly by mail.

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Maintenance
This is the most crucial and vital function to ensure that our product installations at various customer locations are free from all technical defects thus optimizing the overall performance of the system. This is accomplished by our systematic bug tracking mechanism, wherein bugs encountered at any customer installation are immediately tracked and sent via email to our respective offshore (in-house) maintenance personnel, comprising of a team of technical experts. This is followed by bug reviews and fixations including uploading the respective files onto the server, without hindering the overall Open Sesame operations.

Apart from that, our local partners also ensure continuous support by providing online maintenance of OPEN SESAME™ installations, thus enhancing optimum system usage with increased productivity. Thus, we are miles ahead in ensuring that our product meets global quality standards with a firm objective to ensure total customer satisfaction.