US-based software specialist RMI Corporation has increased its live support by an hour a day after a surge in demand from customers including equipment rental firms.
The company now offers its Advantage service - covering implementation, training and support - from 7am to 8pm Eastern Standard Time (1pm to 2am CET). RMI already monitors its service level agreement daily to make sure it responds to incidents the same day.
Executive Vice President David G Richards said the change was the result of more users requesting support earlier the day. Mr Richards said: “If our customers are getting an earlier start on business, we need to be there to support them.
“The best way to do that is to be open when they are.”