The ePIVOT Commitment
The initial installation and setup of an ePIVOT website is only the beginning of our partnership with the customer. From that point forward, our Customer Care team stays connected in an ongoing support mode, while behind the scenes our administrators conduct regular maintenance on the servers and routine security and disaster recovery procedures.
Support
ePIVOT websites are supported 24 hours a day, 365 days a year!
During conventional business hours, our Customer Care team is accessible via email, phone, fax, office visit, or online meeting. We're available to assist website managers and editors with everything from training and consultation to website maintenance, administration, and troubleshooting. In effect, our websites are supported by a full-service "Customer Care Center" staffed with friendly and capable people. After conventional hours, we provide "on call" technical personnel to respond to the emergency needs of our customers.
Our online Customer Care Center is always available for ePIVOT customers. By simply selecting the Customer Login Quick-Start Link on the Home Page, our clients have continuous access to a full menu of helpul resources.
Security and Disaster Recovery
The security and reliability of our websites is a foremost priority. Extensive measures are in place to prevent and/or respond to malicious intrusion, equipment failure, and power/connectivity disruptions. These measures address the physical security and technical configuration of our production hardware and environments, system redundancy, login security, data backup routines, intrusion detection and response procedures, and disaster recovery protocols. The specifications of these systems are detailed in the Vendor Hosting Agreement established with each customer.
Server Maintenance
Our administrators perform all ongoing server maintenance. This includes normal operating system updates and patches, anti-virus updates, database changes beyond the scope of normal web content, and web file changes. All changes are verified in a test environment prior to being applied to production servers and are scheduled to minimize downtime impacts.