TONE Software utilizes client-driven technical and support processes that have provided our Clients with quality solutions, top notch technical services, and overall satisfaction for over 30 years. The TONE Software Technical Services Group is comprised of the following professional teams:

• Design and Development
• Technical Support
• Professional Engineering and Implementation Services

Each team is laser focused on providing our Clients with the highest level of quality software, technical expertise, and support services.

Design and Development
The design and development of TONE products is conducted in our Corporate Research & Development Lab located at the Anaheim, CA corporate headquarters. The development staff includes Product Architects and expert Developers with proven track records of bringing highly successful solutions to market. These highly skilled technology experts ensure that TONE’s solutions are continuously enhanced and expanded to deliver robust functionality, compatibility, and usability.

TONE actively solicits product suggestions directly from Clients, and in addition, Clients are encouraged to communicate their desired enhancements to TONE on a regular basis. As a result, TONE products and solutions are constantly enhanced and expanded to better meet the needs of all Clients.

TONE dedicates significant effort to thorough Quality Assurance and Beta Testing to ensure the highest quality and reliability of all TONE products. Cross utilization of resources is critical to this activity, as any Developer who authored the product code never performs QA. A wide variety of testing environments and labs are utilized to fully test product releases and enhancements, and major new product versions are typically released annually.

Technical Support
We at TONE fully understand that our solutions are critical to our Clients, and we treat each support request within this basic philosophy. The Technical Support Team is comprised of Level I, II and III Technicians who are well versed in product operation and functions, and serve as the first line resource for all technical inquiries.

Central to the performance of the Support Team is TONE’s online Progress Tracking System (PTS™) and Progress Escalation Procedures (PEP™).

The PTS system records the details, communication, and progress of each and every technical request. Each client request is assigned a PTS ticket number for future use in tracking the status and progress of his or her specific request.

The PTS database produces a personalized, bimonthly report detailing all activity for each Client organization. The report provides each Client an opportunity to confirm all outstanding product and support requests, including items which are actively being processed as well as any requested/suggested product extensions or enhancements.

An integral part of the PTS is the Progress Escalation Procedure (PEP). The PEP dictates how the team establishes priorities and assigns resources to each specific support issue to ensure that all issues are resolved promptly and effectively.

Clients have continuous access to TONE Technical Support through several convenient methods, including:

• Hotline Support via telephone from TONE’s Anaheim Support Center during normal business hours (link to Hotline Support)
• After Hours Support via telephone from TONE’s After Hours Call Center and on-call technicians ( link to After Hours Support)
• Online Web-Based Support through the support section of TONE’s corporate website www.tonesoft.com (Link to online support anchor on hotline support page)