At MUSA Technology Partners, we believe a solid business and technology process is the key to success. This is one of the differentiators of MUSA over other technology firms. Below, we highlight some of the differences in process for our Corporate Account Services and our On Demand Services. As you will find, whether you are a Corporate Account customer or an On Demand customer, MUSA will work tirelessly until you are satisfied with our work.
Corporate Account Services
Corporate Account Services from MUSA Technology Partners combine the benefits of On Demand service with priority support. In addition, a Corporate Account provides you with access to our historical issue-tracking reports. Corporate Accounts are ideal for environments requiring priority support on a case-by-case basis.
Once your company is registered with MUSA, a unique Customer identifier will be generated. By using your Customer id, you will be recognized as a priority customer when submitting issue requests.
On Demand Services
On Demand Services from MUSA Technology Partners is tailored to supporting our customers on a case-by-case basis. Customers can expect a call back within 2 hours of initial case submission. At MUSA, we have streamlined the support process to provide customer service conducive to ensuring prompt response and timely resolution while maintaining clear communication throughout the incident lifecycle.
Once you complete the steps outlined on the On Demand Services page, the process consists of the following:
1) One of our engineers will contact the submitter of the ticket to commence troubleshooting the issue at hand.
2) If the engineer is able to resolve the issue within 60 minutes, he or she will send you a Root Cause Analysis (RCA form) outlining in detail what the cause of the problem was and all steps taken to remediation.
3) If the engineer realizes that the issue at hand requires greater planning and troubleshooting, up to 16 additional hours of engineering time, he or she will send you a Proposed Remediation Form (PRF) outlining current findings and a proposed action plan. Along with the form, you will also receive a “payment link” granting us authorization to continue working on the issue while also submitting payment.
4) If the engineer determines that the issue at hand requires more than 16 hours of engineering resources, he or she will immediately engage our Client Services team to provide a full Statement of Work (SOW). One of our managers will contact you to present the SOW and answer any outstanding questions.
General Information
Hours of Operation
Business Hours: Regular MUSA business hours are Monday through Friday from 9:00am to 5:00pm, Eastern U.S. Standard Time. MUSA Technology Partners observes all U.S. Federal holidays for each calendar year.
