Service
No Customer Left Behind is our value proposition to you - and it's what separates COTG from the competition.
Welcome to the OnDemand Diagnostics Center - an exclusive program dedicated to providing you with instant access to the best support resources possible.
'No Customer Left Behind' is our value proposition to you - and it's what sets COTG apart from the competition. As part of this initiative, we have put in motion a program designed to provide you with the ultimate customer experience. Find all the help you need from the OnDemand Diagnostics Center.
Guaranteed LIVE support
In today's world, business never stops. Delays can lead to costly damage in
terms of downtime and lost revenue. To ensure that you remain up and running
during business critical hours, expert technical support is standing by - LIVE!
You receive direct access to certified diagnostic engineers - with no queue or
automatic ticket-takers.
Welcome to first call resolution
Say goodbye to the standard '4-hour guaranteed response time' and welcome to
the reality of 'first call resolution.' As advocates for your overall
satisfaction, our goal is to make sure you are taken care of right - the first
time. We leverage over two decades of customer service experience and technical
partnerships to bring you a new level of collaboration. Using next-generation
remote support technology, we guarantee a diagnosis during the first call. If
we need to visit your location, we will arrive with the correct resources - for
a quick, no-hassle fix.
Specialized levels of support
The OnDemand Diagnostics Center is designed for companies who prefer to have a
live conversation with an expert on your specific products and solutions.
Whether you are looking for assistance with software installation, hardware
troubleshooting or printing issues our certified diagnostic engineers and IT
specialists are ready for your call. Unlike many companies, we divide support
into multiple levels from basic and complex hardware and application
troubleshooting to network, operating system and software support by certified
systems engineers.
Enterprise remote support
Our OnDemand Diagnostics Center is equipped with secure remote support
technology that allows us to gain remote control of your desktop and
troubleshoot as if a certified diagnostic engineer were physically at your
location. You maintain ultimate control of the remote session and with no
complicated software to install, resolution can occur over the phone without
costly site visits or long periods of downtime.
