Customer Satisfaction Policy

Embassy Software strives for 100% customer satisfaction in it’s business dealings and is happy to discuss and resolve problems that might materialize as a result of business activity.  We are continually challenged to live up to our motto, "Think Twice, Build Once".   Communication, business and otherwise, is far from an exact science (ask any married person or employer).  It is our goal to face problems with a willingness to communicate openly.  Problems are a natural part of life, as we all know.   Embassy Software offers the following proactive measures and principles to ensure the greatest degree of customer satisfaction:

1) Weekly time sheets signed by customer.

When appropriate, weekly time sheets that are signed by the customer can be used to eliminate "surprise" invoices.  Obtaining your weekly signature brings to light trouble spots prior to the reception of a surprising invoice.

2) Testing upgrade packages on a test system that is SEPARATE from the " live" system.

Embassy Software is happy to help you set up a test system for testing upgrade packages that we provide.  Testing upgrades prior to installing them in a live system might seem unnecessary at times, though it is the best policy in the long run.  If you want the greatest degree of customer satisfaction, mock installation / testing is a necessary step.

3) Install the upgrade packages in proper sequence.

The installation software has built in features that discourage out of sequence installation.  These features are intended to protect your system from version control problems.  Embassy Software assumes, when providing technical support, that the current software level reflects proper installation of all previous upgrade packages.  If configured to do so, Embassy Software upgrade packages can maintain upgrade history information that can be checked to verify and assess version control problems.

4) End user involvement.

Soliciting end user input often yields valuable ideas . Doing so fosters greater end user appreciation for the software and cooperation in the software development process.  Embassy Software esteems the input and involvement of end users in the database design process.  Embassy Software's "data modeling" sessions efficiently extract the information (from end users and other involved parties) needed to develop a sound table design.

5) Willingness to discuss problems and obtain accurate information.

Any compromise entered into by Embassy Software is contingent upon open discussion of any problems that might arise included all involved parties.

6) Willingness to communicate with parties involved.

In some cases, difficulties can involve multiple parties.  Embassy Software’s customer satisfaction policy is based on an inclusion of involved parties.

7) Present problems for resolution promptly.

Please present any concerns promptly.  Little issues seem to grow into BIG issues simply with the passage of time.  It is far easier to pull a little weed from one’s garden than it is to pull a big weed with a mature tap root that has made it’s way several feet into the ground!!