The Maynard Client Support Team is dedicated to handle all areas of service for our clients. The CST is responsible for our Help Desk, Quality Assurance and all software related deliveries made to our clients.

The Maynard Help Desk provides customers with a single point of contact for all supported products and services. Maynard provides 24 hour customer support to its software clients through the help desk located in its Pittsburgh offices.

The mission of the Help Desk is to provide Maynard customers with a single point of contact for all supported products and services. To assure the highest level of customer satisfaction this point of contact will provide quality service and support in a timely manner, track trends and analyze methods of prevention and resolution.

To help us speed your software product questions through the Help Desk just follow these simple suggestions.

• Know your software product name and version number when you call.
• If an error message was generated, have that information ready for the help desk representative.
• If your question or problem is complex, consider faxing us all pertinent information.
• Use the Help Desk representative as your single point of contact for all software related questions.

Help Desk Process

In order to help you, our clients, understand how your requests are handled, we would like to explain the Help Desk process for resolving your issues that are called in, faxed, or e-mailed to the Help Desk. First, a new issue is opened in CHAMPS, Accenture's Client Help Desk and Maintenance Planning System. This is a database of all our client information that we use to track any issues our clients may have.

The issue is then given a priority based on the following :

1 - Urgent
2 - High
3 - Medium
4 - Low

• Priority 1: These issues are considered urgent and are addressed immediately.
• Priority 2: These issues are considered high priority and are addressed the day they are reported and right after all priority 1 issues have been addressed.
• Priority 3: These issues are considered medium priority and are addressed after all priority 1 and 2 issues have been addressed. Priority 3 issues have a workaround to the problem.
• Priority 4: These issues are considered low priority and are addressed after all priority 1, 2 and 3 issues have been addressed. Priority 4 issues have a workaround to the problem and are often cosmetic or design issues that cause a small or no inconvenience.

The issue is then assigned an Issue Type. We currently categorize all of our issues as one of twelve Issue Types. They are :

An exact description of the issue is then entered. During the course of the resolution, any one, including developers, database administrators and quality assurance analysts, can add the notes of all the work they've done on the issue. This gives us a detailed description of the actions taken to close the issue.

Initially the Issue Status is Open but that changes depending on how the issue is being resolved. If the issue is passed on to development, the Issue Status becomes "Dev". If it is passed on for quality assurance testing, the Issue Status is changed to "QA". Once a solution is provided, the Issue Status is changed to "Pending" until the client assures us that the issue can be "Closed".

You can reach the Help Desk by phone at 888.629.6273 or 412.937.6382.

You can also contact the help desk at [email protected]