Dear Valued Client,

   I wanted to update you on some changes that have been taking place with TBFWD.com and our support desk. First, I hope that everyone has had a chance to see the new website's look and layout. We hope that the changes will prove to be worth the time investment in the change. Next, I would like to notify you of some changes to the iSupport Desk that are in place.

1. We have implemented SLA's (Service Level Agreements). Basically this is the support plan that your Content Management contract covers. There are four SLA plans and they are all modeled after the Content Management packages offered for support and are managed by the time for support response. See http://www.tbfwd.com/Services/ContentManagement/tabid/58/Default.aspx for more information on plans and response times. (Below are the plan names).
   1. Entry
   2. Intermediate
   3. Premium
   4. Ultimate
2. With the SLA's in place we've also implemented Escalations to support tickets. In a nutshell it starts a timer when the support request is submitted and if there is no action to the ticket after a period of time it fires off an email to our admin to look into the request. To date we haven't had any support request issues, but adds another layer of support that your request is in queue.
3. With the addition of these two items we have to give the system a clock to work from, hence, our official business hours. Sunday thru Saturday from 9:00am to 5:00pm EST. This isn't to say that a request may not be taken care of "after hours" but we had to establish a clock schedule for the SLA's and Escalations to function properly.
4. The SLA's and Escalations will start January 1, 2010.
5. Lastly, please don't forget to request your free site upgrade if you haven't already. Only 4 people have taken advantage of it. Offer ends September 30th, 2009!

Please, if you have questions please feel free to email or call me.