Global support is a necessity in a technologically advanced world. Without live coverage around the clock, things can fall through the cracks, leaving customers dissatisfied and frustrated that their concerns are not handled seriously.
A global support system is at its best when it is compliant, a major concern for consumers in 2023, so much so that five U.S. states “will enact new or updated data privacy laws in 2023.” In an age where anyone can find anything online, through nefarious means, compliance with data security laws is a must.
AQuity has a strong global support team with the backing of management, as well as a firm commitment to providing excellent service and compliance.
Global Support Services
Nothing is more frustrating than spending hours on a phone waiting for someone to finally pick up. This is time that cuts into other activities, work related projects, and otherwise time to take for ourselves. AQuity mitigates such potential support access concerns for technical support.
AQuity believes the best support happens when support agents don’t have to make customers wait. AQuity provides 24/7 global support, for 365 days, with the best KPIs for time to answer and time to resolve. We implement a standard ticketing system for an incident, the problem, and release management.
AQuity’s implemented support process is known as the Quality Management System (QMS). AQuity’s QMS is a formalized system that outlines the steps to take to fulfill the quality policies and objectives that have been set. It is implemented through ISO 9001:2015 standards.
AQuity follows the standard security footprint for all environments, such as:
- Cloud-based platforms and applications
- Stringent security procedures and controls
- Regular compliance audits covering all employees, offices, and assets.
- 24/7 security guards CCTV surveillance and domain integrated biometric access
- Enterprise end point protection
- Antivirus
- Patch Management System & Disc encryptions
- Multi-Factor Authentication
Our offshore support system is committed greatly to the success of our customers as well. Not only does our offshore support also provide 24/7/365 manned telephonic and email support to our customers, but it adopts outstanding customer success metrics. These metrics are measured by CSAT, FRT, ART, FCR, Abandonment Rate, and other metrics.
Metrics of Success
| Abandonment Percentage Rate | Less Than 1% |
| Quality Scores | 95% or More |
| Handling Time | 6.5 Minutes or less |
| Average Answer Time | Less Than 7 Seconds |
Compliance
The best customer service maintains security compliance, while customer assistance is in the forefront. AQuity implements policies, controls, technologies, and training in a comprehensive security maturity model. Safeguarding customer data is the highest priority—AQuity is in the business of helping people who help people, which requires a strong professional security front.
AQuity’s global operations are governed by the Information Security Management System (ISMS). We maintain compliance necessary for global support through continuously creating security policies, implementing them across the entire organization, updating them, and reviewing them. AQuity follows three fundamentals: Administrative, Physical, and Technical. AQuity adopts ISO 9001:2015 for quality and ISO 27001, SOC2 Type 2 for offshore security compliance.
AQuity’s security and compliance team drives the AQuity Steering Committee for Information Security (SCIS). The ISMS is based on ISO 27001, following three principles: Confidentiality, Integrity, and Availability. Data is secured on a global level and work through similar procedures to maintain these methods of global quality and compliance assurance.
| AQuity’s Fundamentals | |
| Strong Maintenance | Information Security |
| Administrative Controls | Confidentiality |
| Physical Controls | Integrity |
| Technical Controls | Availability |
The success of offshore compliance is AQuity’s record of Key Risk Indicators and Key Performance Indicators. AQuity has achieved Compliance KPIs ISO 27001:2013, ISO 9001:2015, and SOC2 Type 2, each with zero negative findings. AQuity is proud to maintain our security compliance globally through multi-layered approaches:
- Security Software Development Life Cycle
- AQuity Technology Stack and IP
- Data protection and encryption
- Hardening and System Patching
- Weekly Service Performance Success Tracking
AQuity is dedicated to customer confidence, in which we provide the safe, secure environment for all services and products. Security is built into our DNA, and when providing that security on a global scale, we take it very seriously and continuously work to improve so we’re at our best.
Our Commitment to You
AQuity’s global support team believes in providing strong global support and compliance for our customers, maintaining a sense of professionalism and patience, and continuing to provide the best support that we can offer. AQuity Solutions, an IKS Health company, is no stranger to robust security and compliance processes, whether it be global or domestic, and provides these on all fronts.
Our global support is growing, and continues to grow, since we began. As always, security comes first for us, and we pride ourselves on our security program. AQuity’s Global Support and Compliance system and processes are put in place with the goal of giving our customers peace of mind.
Learn more about AQuity’s commitment to security and global support here.
