Support
The final step in Tacit's project implementation methodology is Customer Support. During start-up, on-site support is provided as needed until the customer has sufficient system knowledge to provide front-level support. The Tacit Contact Center offers ongoing 24x7 technical support once on-site support is complete. The Contact Center functions as the single point of contact for a client's support needs for all Tacit applications as well as all integrated and peripheral systems such as computer hardware, wireless equipment, third party applications, and RFID systems when the maintenance contracts are handled through Tacit. The Contact Center's focus is to ensure clients receive the maximum value out of their solution.

24 x 7 Support
Tacit's support program is a comprehensive program that provides 24 hr/day 7-day/week troubleshooting of the Tacit applications and systems. Customers may receive support via phone (toll free), Internet, fax, or e-mail. If an issue is found that points toward a problem with a 3rd party hardware or software vendor and the support contract for that 3rd party vendor is maintained through Tacit, Tacit will coordinate the resolution of that issue with that vendor. If the customer maintains a support contract with the 3rd party vendor directly, then Tacit will report its findings to the customer and allow the customer to coordinate the resolution of the issue.

Post Implementation Configuration Management and Asset Tracking
Hardware manufacturers have created a support nightmare for many of our customers. Many of these customers have developed terminal applications that rely on specific releases of the manufacturers’ hardware and imbedded software. The manufacturers subsequently improve and upgrade the hardware and software. When hardware is sent to the manufacturer for depot maintenance it is traditionally returned with the “latest and greatest” release which may not be compatible with the customer’s application. This typically causes tremendous organizational stress and significantly increases the “Cost of Ownership”. Products that are returned from manufacturers’ service depots are not necessarily operational in the User environment without direct intervention by internal support staffs. This situation results in higher administrative costs, lower labor productivity, reduced effectiveness of working capital, and in many cases causes lost revenue or customer dissatisfaction.

Tacit’s configuration management service guarantees that all equipment is returned in 100% working order with all your specific systems configurations and software versions loaded and tested. All assets are tracked with configuration files and ship dates with visibility via the web. This service allows our customers to reduce their internal costs with the assurance that Tacit is providing world class support to their organization.