Hotline Frequently Asked Questions

When are the Cornerstone Holidays?
Although our Hotline operates 24 x 7, including all holidays, some of our customers like to know when our regular employees are on holiday. Here is the Cornerstone Holiday schedule for 2008.

Holiday Date 
New Years Day  January 1, 2008 
President's Day  February 18, 2008 
Good Friday  March 21, 2008 
Memorial Day  May 26, 2008 
Independence Day  July 4, 2008 
Labor Day  September 1, 2008 
Thanksgiving  November 27, 2008 
Day After Thanksgiving  November 28, 2008 
Christmas Day  December 25, 2008 
Day After Christmas  December 26, 2008 

Who should I contact if I experience trouble with the Hotline response?
If you are having a problem with the Hotline and would like to take it up with Cornerstone Management, please feel free to do so. If we have a glitch in our system we certainly want to fix it. Start with your Account Manager but if your AE is not accessible please contact any of our Cornerstone Hotline Managers. There is a listing of them on our website in the section Dedicated Cornerstone Hotline.

Can you define the Hotline severity levels?
Problem severity is defined by how much of an impact the problem is having on our customer's operation. Cornerstone has found that the majority of our customers feel that their problem is urgent in nature and requires a rapid response. Therefore, we respond to ALL customers technical support problems as soon as possible.

What is your escalation plan?
If the call is for technical support, a phone call and an email will be placed to the appropriate Technician for your account. The call-back from a Technician or an Account Manager should happen within 55 minutes. If the call is not covered within 55 minutes, then Cornerstone Hotline Management is contacted. For a detailed escalation plan view our section Step by Step Instructions for Hotline Technical Support. The escalation plan applies only to technical support calls. Sales inquires are handled primarily by e-mail.

What are your response time requirements? 
The response to the client for a technical support call will be within 55 minutes. Under normal circumstances, the response time will be less then 55 minutes because the problem will be handled by the primary technician upon the first or second attempt to reach him or her. This applies only to Technical calls and not to Sales inquiries.

The Hotline is available 24x7 and all calls are responded to including inquiry calls and calls that may require a response at a later time. Sometimes calls come in to simply schedule resources for a future date. The Hotline is here for you 24x7 to communicate your needs to the Cornerstone Systems staff, so please never hesitate to call.