SciQuest delivers a full-service customer support model that includes both functional (administration and supplier functionality) and technical support. Due to the nature of our software-as-a-service or SaaS procurement solution, on-site support is typically not necessary. SciQuest’s Customer Support team offers you a high level of technical support services that increase the integrity and reliability of the solution throughout its entire lifecycle.
The SciQuest Solutions Portal, SciQuest’s customer-specific support site, is a robust and searchable information database available to site administrators to find answers to frequently asked questions, product documentation and release notes, and links to training webinars.
The Solutions Portal is also the primary tool for reporting questions, and program errors or defects. In addition to connecting you to the Customer Support team quickly and efficiently, your enhancement requests are recorded for possible incorporation in future releases of the software.
In the event that you are not satisfied with how we are handling your incident, SciQuest offers a formal Incident Escalation Process that will involve management on both sides. The following SciQuest management staff are notified as an incident escalates: