■ Problem Escalation procedure for calls outstanding over one week are escalated to a senior analyst for concentrated research
■ Known problem documentation, workaround procedures, and updates when product defects are prioritized and fixed
■ Monthly Technical Newsletter available on the Tech Support community
■ Product notification and availability of web releases
■ Current product release maintenance on website
■ Database search availability of reported incidents via website
■ Tech Alert notification for serious and urgent product problems