Worldwide Response Center (WRC)
InterSystems‘ Worldwide Response Center (WRC) provides expert technical assistance to our customers 24 hours a day, every day. One special service we offer is WRC Direct, which allows supported customers to use the Web to request assistance, check on the progress of solutions, and interact with experts.
InterSystems is committed to giving our clients the very best customer service possible. Headquartered in Cambridge, MA, but with personnel based in cities around the globe, the Worldwide Response Center provides expert, multilingual, 24 x 7 support for InterSystems core technology products. The professional Application Developers and Systems Engineers who staff the Worldwide Response Center are dedicated to the philosophy: “The Customer Sets the Standard.” This means that customers have control over issue priority and closure, and are asked to give feedback about the quality of support they receive.
WRC Availability
To access WRC Direct, go to:
http://wrc.InterSystems.com
and enter your user name and password. Contact the WRC for a user name and password if you do not already have them.
Telephone / Email / Web / Fax:
The WRC goal is to ensure that ALL customer telephone calls are immediately logged and routed to a Product Specialist. Calls that are not immediately answered by a Product Specialist are returned within 30 minutes. InterSystems has Product Specialists who are fluent in English, French, Spanish, Italian, Portuguese, German, Czech, Russian, Korean, Chinese, Japanese and Dutch.
Fax and all electronic correspondences are logged and a receipt acknowledgement, indicating the Call Number and the assigned Product Specialist, is returned to the customer within 30 minutes.
WRC Direct:
Customers may also log and track the progress of requests by using WRC Direct, InterSystems‘ new Web-based support service.
WRC Direct lets customers:
- Open new requests
- See all investigative actions
- Add information and comments about a request
- See statistical information about their support call history
- Close requests and provide feedback about the support process
- Download current product releases
- Participate in field tests
WRC Standards
The WRC assures customer satisfaction by following two simple rules:
- The customer determines the priority of their problem.
- The customer determines when a request is closed.
The following table outlines the response a customer can expect at each Priority Level:
| Customer Priority | CRISIS | HIGH | MEDIUM |
|---|---|---|---|
| Problem Resolution Immediate | Immediate and continuous 24 hour attention until the problem is resolved. | Problem resolved within the same (customer) business day. | Problem resolved within 5 business days. |
| Defect Resolution (Bugfixes) |
Immediate and continuous 24 hour attention, generally by a Developer, until the defect is corrected or an acceptable workaround is provided. | Fix is tested and delivered to the customer within two weeks. It is also included in the next maintenance release. | Fix is included in the next major release. |
| Escalation | Immediate verbal notification to all appropriate Senior Managers by the Director of Customer Support. | Immediate automated notification to Senior Management. | Immediate automated notification to WRC Management. |
Keep These Numbers Handy!
To contact the Worldwide Response Center:
International
| Tel.: | +1.617 621.0700 |
| +44 (0) 1.753.830.077 | |
| Email: | support@InterSystems.com |
| Web: | InterSystems.com/support |
| Fax: | +1.617.374.9391 |
To access WRC Direct:
- go to: http://wrc.InterSystems.com
- Enter your user name and password
(Contact the WRC if you don‘t have a username/ password or if you need assistance.)
For more information about InterSystems‘ Worldwide Response Center, contact:
Marcelo Carou, Director of Customer Support (
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