Each individual agency that has ComprizonSuite deployed as their procurement product utilizes the software in a different manner to meet the needs of their organization. CACI offers a team of subject matter experts (SMEs) to support your agency onsite. These analysts will have direct access to your users and ComprizonSuite environments, allowing them to more effectively and efficiently support your user community. CACI onsite analysts are trained and knowledgeable on your agency's business processes and procedures for procurement activities. This ensures that they can assist you in effectively and efficiently utilizing the ComprizonSuite software in order to meet your agency's operational mission. These analysts provide a full range of operational support services, including functional user support, report development, configuration, technical support, database administration, knowledge transfer, and planning for upcoming releases of the ComprizonSuite application.
CACI has extensive experience implementing and providing functional and technical help desk support to clients of all sizes. As a Help Desk Institute (HDI) member, CACI stays abreast of new technologies and best practices to enhance the overall customer experience. The Information Technology Infrastructure Library (ITIL) framework is the basis of development of the ISO 20000 methodology of service. ITIL best practices have been the framework for CACI's ISO 9001:2008 and ISO 20000-certified Quality and Service Management System (QSMS). The QSMS acts as the backbone to ComprizonSuite Help Desk operations and provides proven processes and procedures to include a COOP plan, a surge capacity plan, escalation procedures, Quality Assurance, and detailed Service Level reporting.
CACI utilizes a tiered support methodology to assist users in effectively using the ComprizonSuite software to gain maximum proficiency, usability and availability, and to efficiently address customer issues, from software navigation problems to complex in-depth analysis and resolution of application issues.
The ComprizonSuite Help Desk is included in the maintenance fee and supports hours of operation from 8:30 am to 5:30 pm EST Monday through Friday. Contact the ComprizonSuite Help Desk at email@example.com