Support

Good support and documentation are essential parts of a good product. Our number one priority is supporting our product. We will:

• answer the phone in person, 8 A.M. to 5 P.M. eastern standard time. The person answering the phone is personally responsible for making sure the issue is correctly addressed.
• understand that every person at Partner is responsible for customer service. Service is not a department; it is an attitude.
• understand that our software is important to our clients. Our software becomes essential to the efficient operation at a utility. If there is a problem that is interrupting production, we will immediately focus all the attention necessary to solve the problem.
• never allow the standard perception of software company service to impact our operations. We hear horror stories over and over about service by other companies. That will not happen at Partner.

Maintenance: Our Definition

We believe the most effective way to support a software product is to adopt an attitude of customer inclusion. Our maintenance program reflects this attitude. We define maintenance as:

• minor enhancements (generally those that take less than 10 working days to develop),
• telephone support,
• fixing discrepancies between the product and the specification ("bugs").

If you would like detailed information on our maintenance program, please contact us.

User Directory

We maintain Partner Software's User Directory, which includes the names and contact information for users of the software. In addition, this directory provides information about each utility, including its mapping platform and accounting software. Partner Software's User Directory is only available to members of Partner's User Group and is updated and distributed twice a year.