New Changes in TOPS Support for 2018

Posted by Andrea Drennen, CMCA on November 14, 2017

Dear TOPS Customer:

Thank you for choosing TOPS as your technology partner! We value the opportunity to serve you and your team and your community management technology needs.

We're very excited about some of the great changes that we have made in 2017 and the additional changes we have in store for 2018.

  • Increased total Services staff to 20 people – this is an increase of five people in the last three years and double from eight years ago
  • TOPS will be hiring more Services staff in 2018 to support growth
  • Implemented a new case management tool – Zendesk
    • Online case submission available at support.topssoft.com
    • Zendesk offers you more visibility for you and your team
  • Introduced a new http://help.topssoft.com website for all clients
  • Website features a TOPS Pro/iQ knowledge base with 500 articles
  • Created a knowledge base for [ONE] with videos
  • Implementing new Impact-Based Service Level Agreement (SLA) for 2018 to provide quicker assistance based on client need
    • The new SLA can be found here: http://www.topssoft.com/products/service-level-agreement
    • Streamlined support plans to Premium and Standard to provide better service
      • Premium, [ONE], and Hosted will remain Premium effective January 1
      • Multi, Single, and Onsite will become Standard effective January 1
    • Expand the API for Pro/iQ so you can enjoy deeper partner integrations

As you can see we're making some very positive changes. With the changes above and the plans we have in store we will be implementing a $30 increase to all Support plans for Pro and iQ in 2018.

In addition to the above, TOPS has undertaken a major project to help us better cope with natural disasters and other external factors that might impact operations at our physical location. This project involves several changes including changing our phone system and service provider, which unfortunately will eliminate our queue systems for the foreseeable future. These changes will prevent us from placing callers in a queue to hold for a support agent. We apologize for the inconvenience.

Thank you again for choosing TOPS.

The TOPS Team

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