IM

Wombat now offers customers premium support services over secure "Instant Messenger" (customer security policies permitting).

Turnaround time on support and the general quality of responses from first and second tier support organizations are two of the biggest problems in the industry today. Administrators, developers and project managers want immediate answers and feed back. However, the trend in the industry has seen many of the leading data and technology providers move their support organization offshore to low cost centers such as Asia . In many cases customers are lucky to get same day responses to queries. These responses are provided by support staff with minimum hands on experience with the technology, or knowledge of the customer's setup or circumstances.

The Wombat premium support model is based on the concept of providing each customer with a dedicated engineer from the support or development teams. This Wombat engineer will work closely with the customer through the duration of the project, providing a single point of contact with an in depth understanding of specific needs and circumstances.

Under the model the customer can contact the engineer directly by phone, or instant messenger, giving immediate feedback.