Your TSG Project Manager
The Sackett Group, Inc. (TSG) is particularly proud of the comprehensive, personalized service we offer our clients. We want you to enjoy working with our products and with us, and we know that waiting on the phone for technical support is not enjoyable. Nor is repeating what you’ve already told one customer support representative to another, when the advice you got the first time hasn’t worked.
Therefore, we don’t have customer support representatives. We have TSG project managers. They handle installation and maintenance for all clients.
When you have MacPac installed on your computer system, you install your own TSG project manager on your speed dial. That person is your partner in making MacPac work smoothly and efficiently for your organization. During MacPac installation, TSG project managers answer your questions about the product or our process, refine initial settings and customizations, and provide train-the-trainer training. After installation, your TSG project manager handles your requests for program changes and supports you in troubleshooting on an ongoing basis.
For client partners who are customizing the product in-house, your TSG project manager is there to assist you in your automation and development process.
Initial Configuration
When you are considering a MacPac implementation, we consult with you to determine the focus and extent of your document automation needs. Drawing on our extensive experience in document production, we guide you in examining the workflow routines in your organization, collecting sample documents, reviewing your format requirements, choosing MacPac defaults, and deciding which of your documents to automate initially.
TSG then turns your sample documents into “blueprints," from which we draw the specifications for MacPac document templates. Clients can configure MacPac and customize document templates themselves, but most prefer to have TSG do it initially.
Once this phase of customization is complete, your project manager and another member of TSG come to your office to install and test the product in your environment. During that visit, we also provide an administrative overview and train-the-trainer training in the use of the product.
For clients partners who wish to learn how to automate and further customize MacPac in-house, on-site technical training is typically scheduled later, after MacPac has become more familiar from an end-user perspective.
MacPac Premium Support
Product maintenance, updates, and support services are available on an annual subscription basis. Support is coordinated by TSG project managers via telephone, email, and internet-based tools for troubleshooting client workstations.
Our Premium Support program includes the following services:
- Updates to the core product (product enhancements and resolutions)
- Troubleshooting for MacPac-related issues
- Analysis of troubled MacPac documents
- Consulting in the use, training, and administration of MacPac
- Administrative and train-the-trainer training (on-line)
Premium Support is available as a subscription program in its own right or is included in a client partnership program.
If your own TSG project manager cannot resolve a MacPac issue, he or she will escalate the incident to a member of our team who has more specific knowledge regarding the problem. Support is always available for urgent matters during our regular business hours, in case you are unable to reach your TSG project manager. After hours and weekend support is available upon request.
Supporting Older Versions of MacPac
The release of MacPac 10 does not in any way change the support TSG provides to MacPac 9 clients.
TSG supports clients on older versions of MacPac well past the development of new versions and even totally new product suites, such as MacPac 10. For instance, we have clients who are still using versions of MacPac dating back to 1997. We respond to client questions, and have updated their MacPac code to make them compatible with MS Office 97 through 2003.
Note: The significant changes in MS Office 2007 require TSG clients who adopt MS Office 2007 (or higher) to upgrade to MacPac 9 or MacPac 10. We will continue to support these newer products with the same keen commitment we have shown our clients in the past.