Our Customer Success Team is a cross functional team that has business analysts, developers, marketing, sales, support and project management resources. Our mission is to ensure that our partners and their clients are successful with learning, using and selling our products.
About Our Support
Shared support is available by phone during business hours (9-5 Monday to Friday, Eastern Standard Time, excluding applicable Canadian holidays as observed in Ottawa, Ontario) at 613 722 2091. Extended support is available after hours by email 24 hours a day, 7 days a week, 365 days a year. During regular office hours our goal response time is 2 hours. Our goal response time for extended support is within 8 hours.
Dedicated support must be purchased through a support contract and is available from 7am to 7pm daily during business hours.
A response includes an email acknowledgement and our estimated time for resolution. Our support system has a 99% up time annually.
Our latest software releases are built and tested automatically every day by our Text to Software Factory. These include our latest patches, updates and major/minor releases. Our service objective is that you are never more than 24 hours away from a bug fix.
Software releases are posted automatically by our Text to Software Factory on Twitter.
You may also post messages there and share info with our user community. Our software releases can generally be downloaded from our website or purchased with licensing through our online store or from one of our authorized channel partners. Our software can be used as long as you have a valid license.
About Our Customer Success Team
Nathalie Kirsanova – Project Manager
Nathalie is a result-oriented IT Project Manager with over 15 years of experience in Project Estimating, Proposal Development, Contract Negotiation, Budgeting, and Customer Relationship Management. She has managed 60 international custom software development projects in healthcare, insurance, automotive, travel and translation industries to successful implementation. Her professional experience includes working B2B level with clients in Canada, Germany, Austria, Switzerland, the USA, Ukraine and Russia. Nathalie is fluent in five languages; English, French, German, Ukrainian and Russian and has earned a MSc cum laude, Industrial Engineering & Management from the Kharkiv National Technical University, Ukraine.
Tom Koschate – Senior Engineer – System Architect
Tom has over 30 years of professional experience in the software development field, in industries including human resources, logistics, manufacturing and finance. He has worked on systems from PCs to mainframes, in roles that include developer, team lead and architect. Past clients include Honda Canada, CACEIS (Canada) Ltd, and the Hay Group. Tom holds a B.A. Sc. In Industrial Engineering from the University of Toronto.
Mark McNab: Programmer Analyst – Web
Mark has over 15 years of solid experience in web design, development and maintenance including overall management of the production process. Prior to joining SageTea in 2012, Mark held several full time and contract positions with organizations including Transport Canada, Bell Canada,/Bell Nexxia, Stentor Communications and the National Hockey League Fans Association. Mark holds a Secret Level Clearance.
Linda Ortiz – Smalltalk Systems Specialist
Linda Ortiz is a recent graduate from Willis College. She is responsible for maintaining all of SageTea’s desktop software using Smalltalk including Text to Software, SageTea Link and SageTea Browser.