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Single Point of Contact When you work with us at any client level, we always drive requests through the same SPOC model (SPOC being Single Point Of Contact) We do this because over the years we have learned that the best support and management happens when the number of entry points are reduced. So on our end, we always give you the feeling that you're working with only one person. This maintains control for us and gives you a sense of personal attention. The reality is that there are many people supporting you, not just that one person. How it works... All clients have one person they deal with here. We try to establish a similar single connection on your end so that requests are coordinated. We do this so you are never out of the loop and to reduce what we refer to as email scatter. Obviously we can't mandate how you will organize your group, so if you want multiple people making requests, that's fine. But we still will require one person to be the primary contact so we know which person to keep in the loop. If you send a note to someone here, that person will read and then determine who should respond. For questions that can be answered in a few sentences by the recipient, the reply is sent. If the response requires more time or the inclusion of others here, we'll respond so you know your request is being processed. If the request is something that's handled by another, the item will be placed into our task processing system so it's recorded in a central place. At that time, it's also prioritized and assigned to a particular group. Because our group spans multiple time zones, we are able to respond generally from 1am to 10pm during a normal work week. For mission critical applications, we can provide 24x7x365 support, but only when a support contract of this type is in place. In all cases, the responses to requests will come from the single point of contact here at APIN. However, it doesn't always mean that person is sending the note. e.g., If you ask for something that ends up being delegated to someone else here, their reply to you will appear to have come from the single point of contact. (So if you detect changes in writing style, that may be the reason) If you think this business model doesn't work with a large number of clients, you are correct. We intentionally limit our client base by choice.
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