We are committed to giving our clients the best service in the industry
Headquartered in Cambridge, MA, but with personnel based in cities around the globe, the Worldwide Response Center provides engineering-level expertise, multilingual, 24 X 7 support for all InterSystems products. The professional application developers and systems engineers who staff the Worldwide Response Center are each dedicated to the philosophy: "The Client Sets the Standard". This means that clients have control over issue priority and closure, and are asked to give feedback about the quality of support they receive.
WRC Availability
Phone/Fax/E-mail:
The WRC goal is to connect you with the best WRC expert immediately. Seventy five percent of all calls are connected immediately. Calls that are not immediately answered by a product specialist are returned within 30 minutes.
Fax and email are logged and a receipt acknowledgment, indicating the call number and the assigned product specialist, is returned to the client within minutes.
InterSystems Remote Support
InterSystems is proud to introduce SecureLink, which will become our standard for remote service and support. For more information and to download the SecureLink Component, please visit our SecureLink page.
WRC Direct:
Clients who subscribe for Technical Assistance may also log and track the progress of issues by using WRC Direct, InterSystems new Web-based support service 24 hours a day, 7 days a week. WRC Direct lets clients
- Open new issues.
- See all investigative actions
- Add information and comments
- Search a database of known issues
- See statistical information about usage history
- Close issues and provide feedback
To access WRC Direct:
- Go to WRC Direct
- Enter your user name and password
Contact the WRC for a user name and password.
WRC Standards
The WRC assures client satisfaction by following two simple rules:
1) Clients determine the priority of their problems.
2) Clients determine when a problem is closed.
The following table outlines the response clients can expect at each Priority Level:
Your Priority Choices and Resolution Objectives
CRISIS Continuous 24-hour attention until resolved
HIGH Resolution same business day
MEDIUM Resolution within five business days
How Escalation Occurs
CRISIS and HIGH issues are immediately escalated to InterSystems'
senior managers, while all priorities are immediately escalated
to WRC management.
For more information about the Worldwide Response Center, contact Marcelo Carou, Director of Customer Support (support@intersystems.com).
Keep These Numbers Handy!
To contact the Worldwide Response Center:
Tel: +1.617.621.0700 (US)
+44 (0) 1.753.830.077 (UK)
+49 6151.1747-47 (Germany)
+55 0800 888 22 11 (Brasil)
+7 095-956-8808 (Russia)
Email: support@intersystems.com
Fax: +1.617.374.9391 (US)
+44 (0)1.753.761.311 (UK)
WRC Direct:
- Go to WRC Direct
- Enter your user name and password