Close of Day (4:30 to 6:00 pm)

Nominal support hours are currently 8:00am to 5:00 pm mountain standard time and customers are informed of this during the sales process, during training and at various other junctures. The geographic distribution of the support team means that we are following these hours corporately as best we can.

Those on the easy coast might start a little earlier if arranged with management and support volume warrants it.

By around 4:30, we need to start the process of closing the support day - and at the same time deal with ongoing incoming requests. Above all, we want to make sure that we meet the overall goals of responding to voice mail within 1 hour/same business day and email within 4 hours.

Near the close of day, re-prioritize all support. At this time, the general expectations before closing up for the night are:

• All outstanding voice messages will have been replied to
• All emails and faxes that arrived prior to mid afternoon will have been replied to.
• Very late incoming emails will be answered is possible, and if not left for the next day. Since all emails are auto-responded, the customer should have received confirmation that we received it and replying is not necessary
• All new customer contact information that you received during that dat has been updated in daylite. Normally, there may be one or two people, so the volume is not high
• at 5:00pm, check for voice messages one last time