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<br />granicus. <br /> <br /> <br />8: <br /> <br /> <br />and client-relationship managers, with skilled Technical Support Representatives and Web Designers, who go behind the <br />scenes to resolve outstanding issues. Personalized attention, incident response, and on-demand solutions drive our <br />Customer Advocacy philosophy, which is committed to maintaining the technical integrity of every Granicus solution <br />throughout its Iifecycle. <br /> <br />. Personalized Attention. Granicus Customer Advocacy philosophy dictates that each client is ensured an <br />Outside Advocate as part of their Managed Services. Outside Advocates not only prepare clients to go live with our <br />solution, they also proactively monitor their client's progress. This is accomplished using a sophisticated customer <br />success matrix that helps Advocates determine if their client needs additional training and/or services. As a <br />client's main point of contact for the longevity of the relationship, Advocates develop a unique understanding of <br />the client's processes, technical requirements and training needs. Advocates communicate this knowledge to the <br />rest of the team to ensure smooth and accurate resolutions that meet the client's satisfaction. <br /> <br />. Rapid Incident Response. When issues arise, the Customer Advocacy team is standing by ready to deliver <br />proactive adviSOry and responsive services. Outside Advocates, Inside Advocates and Technical Support <br />Representatives are all available by phone and email to provide technical and strategic incident management <br />during regular business hours: 5am-7pm PST. Granicus Customer Advocacy provides complete support for incident <br />diagnosis and resolution. If a system problem involves complex support procedures, a Case (or help ticket) is <br />created and sent to our support professionals for assessment. Throughout the resolution process, clients are <br />updated with their Case status to guarantee timely and effective progress. Our dedicated support team devotes <br />their complete attention and expertise to the Case until it is resolved and closed. We also provide 24-hour <br />emergency phone support to safeguard our clients from any irregularities during evening meetings. <br /> <br />. Customer Service Portal. Granicus Managed Services means a proprietary knowledgebase is just a few mouse <br />clicks away. The Customer Service Portal (CSP) provides all clients with 24/7 access to on-demand support and <br />mentorship. The CSP allows users to access documentation, research solutions to commonly encountered issues or <br />post questions or comments in the User Forum. Additionally, clients may report problems by logging into our <br />secure Portal and opening a Case online. Such Cases are instantaneously entered into the Granicus support queue <br />for quick and efficient problem isolation and response by our Technical Support Representatives. Additionally, <br />clients may continue to expand their knowledge base by attending online classes offered through Granicus <br />UniversityTM. These free, online training sessions are held weekly by our professional Advocates. Upon request, <br />online classes may be specially customized to fit your organization's needs. Furthermore, Granicus offers an annual <br />User Conference filled with innovative classes, collaborative learning and one-on-one training assistance. <br /> <br />14 of 17 <br />