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Page 5 of 8 <br /> <br /> <br /> <br />Service Elements <br />Support Engineering <br />The support engineering team consists of professionally trained and industry certified resources. Support is <br />provided 24x7 by NWN support engineering team. The engineers are assigned to support activities based on <br />technical fit to the client. Cases are worked based on priority and SLA agreements. Level 3+ escalation <br />resources are available to assist the team 24x7. NWN support also leverages manufactures support to drive <br />resolution. <br />Customer Experience Manager Assigned to Account <br />NWN will assign a Customer Experience Manager (CEM) to take ownership for all activities associated with the <br />client account. The key metric of their success is the customer satisfaction ratings provided by the client as part <br />of the annual operations assessment. Their role will be to manage the functional change request process, <br />customer communications and be the customers advocate. <br />DocuSign Envelope ID: F187B572-34B4-412A-9415-7CF07131CC9A