GENERAL

Why did TriTech establish a National Support Center?
Our customers expect immediate response in order to achieve the highest level of availability. Recognizing that customer service is our highest priority, we have established a central nationwide support center. Located in Decorah, Iowa, the Center supplements the existing TriTech support infrastructure with additional resources and an increased availability of support services. The support staff in Decorah has been cross-trained allowing them to support any product in the diverse TriTech product suite. The Center is an important TriTech corporate initiative aimed at ensuring high levels of customer satisfaction through improving the quality, delivery and support of TriTech products and services.

What does this mean for customers?
The TriTech National Support Center demonstrates TriTech’s commitment to achieving the best possible results for its customers. Support levels will be enhanced through expanded business hours and additional staffing resources to ensure quicker call processing and more timely communications. With the additional resources available, hold times and response times will beThe Center will be held to strict performance benchmarks, such as average hold times, call processing and issue response times to ensure that premium levels of customer satisfaction are delivered to our customers.
 
Are the new technicians at the Center knowledgeable about TriTech products?
The support staff in Decorah has been cross-trained on the diverse TriTech product suite. The additional staffing and resources in the Decorah Center has enabled them to route an incoming support call to the best resource for the specific issue to provide a specialized knowledge in order to most quickly respond to the issue.
              
When did the National Support Center come into effect?
The TriTech National Support Center is currently operational providing technical support for EMS and Imc customers. The staff in Decorah has already been providing support for Imc Solutions over the past six months in preparation for this transition.  During this time, Center staff has been cross-trained on Imc products to provide them with critical knowledge to give customers quicker response to their issues.  Additionally, the Center will be providing additional resources for overflow of issues for VisiNet Solutions. We are working diligently to provide the Gold Standard of support to our customers and will continue to provide you with updates as we progress.      
 
Will the organizational structure change significantly?
The TriTech National Support Center provides a central nationwide support center dedicated to providing exceptional and timely customer support. The newly expanded service and support team provides technical support for EMS and Imc Solutions customers, as well as providing additional resources for overflow of issues for VisiNet Solutions customers. TriTech’s subsidiary offices will increasingly focus on product delivery and development of their respective product lines, further strengthening the quality of products and services that TriTech provides to the public safety marketplace.
 
How will this change impact support?
There will be no interruption in support during the transition. Customers can continue to contact technical support through designated phone number, support email and online customer service portals.  

How will this affect other areas of the business?
TriTech is dedicated to providing the best support in our industry. TriTech’s subsidiary offices will increasingly focus on product delivery and development of their respective product lines, further strengthening the quality of products and services that TriTech provides to the public safety marketplace. Over time, we will look for other opportunities to grow the capabilities of the Center to augment the current VisiNet Support team. Currently, we are focused on filling the open positions for VisiNet Support in San Diego. As future first level support positions become open or new positions are created, these positions may be filled in Decorah. Second level support requiring complex troubleshooting and deeper analysis along with third level support will be escalated to the San Diego support team. At this time, there are no plans to move VisionAIR support operations to Decorah.
 
How will this change impact new product development?
There will be noThe engineering development team is continuing to develop new products and enhancements.
 
Who do I contact for more information?
For more information, please contact your Client Account Manager at (858) 799-7000.