The ability for clients to have access to real-time information regarding system status, problem/issue tracking and project status is a critical component of any remote service offering. SummitWorks understands this and offers its customers a comprehensive customer portal that provides a single access point to view system health, support activity and problem resolution status. The customer portal, called TeaMS is a customized web-based application where clients can submit service requests, review status of service requests, and/or project tasks, review system configuration details, review escalation of break/fix efforts, and review system reports.

Formal escalation procedures are enforced by rules built directly into the customer portal. At engagement initiation, escalation thresholds and activities are formalized and then built into the notification engine within the customer portal. This enforces client notification and service level maintenance.