WRG Client Support

Telephone Support

Call tracking system
Outstanding issues report and call summary are available
Guaranteed hours of availability 24/7
No Cost to Credit Union
Access via toll-free 800 number
Customer Support staff is backed by the expertise of skilled technicians 24 hours a day, 7 days per week, holidays and weekends.
Live support is provided from 6:00 AM to 6:00 PM Pacific Time, Monday through Friday.
After-Hours Pager Support is provided between the hours of 6 PM and 6 AM for Priority 1 and certain serious transitional implementation-production situations only.

Call us at 877.995.9000

WRG 2010 Holiday Calendar -- Client Services will be unavailable for live telephone support on the following WRG holidays:

New Year’s Day	Friday, January 1
M.L. King Jr.’s Birthday	Monday, January 18
President’s Day	Monday, February 15
Memorial Day	Monday, May 31
Independence Day	Monday, July 5
Labor Day	Monday, September 6
Columbus Day	Monday, October 11
Veteran’s Day	Thursday, November 11
Thanksgiving Day	Thursday, November 25
Christmas Eve	Friday, December 24 -- Office closes at 1PM Pacific

Internet Support

Customers can report their support issues to Customer Support online with 24-hour access to Customer Support's comprehensive Customer Support Center at https://support.wescomresources.com

Enhancement Request Process

WRG is excited to provide our valued clients the mechanism for submitting Enhancement Requests (ERs) to our products. The following describes the process for handling ERs. This process is supported by Wescom Resources Group (WRG) and its parent company, Wescom Credit Union.

ERs are submitted to WRG's Enhancement Committee using the enhancement request form. The Product Manager will receive the ER, perform a cursory review, and assign a tracking number. If needed, the Product Manager and/or Project Manager will contact the Credit Union to obtain any needed clarification.
On a monthly basis, the Enhancement Committee, in discussion with Wescom, will formally review ERs. Things they will take into consideration are:
- Demand for enhancement – Similar requests made by multiple Credit Unions will be consolidated and are generally given greater attention
- Value added to the product – Potential benefits that will result from the enhancement for existing and potential clients
- Feasibility – The amount of work required to complete the enhancement is weighed in relation to the available resources and the demand for the enhancement
The Enhancement Committee will either approve or decline the request
If approved, the Credit Union(s) will be contacted and a timeline will be disclosed
If declined, the Credit Union(s) will be notified
- Other options will be considered
- If the Credit Union wishes to pay for the enhancement and WRG resources are available WRG will advise on the cost of implementing the request by providing the Credit Union a Scope of Work
- Upon the Credit Union's approval of the Scope of Work, billable enhancement requests will be forwarded to the approved product enhancement queue for development

Submit an Enhancement Request

Fill in the fields below to submit an Enhancement Request and present an issue to the Product Advisory Council (PAC).

First Name
Last Name
Title
Credit Union
Telephone Number - -
Email Address
Priority
I am willing to pay for this enhancement if not approved.
Product or Service
ER Subject (Short Description)
Enhancement Description
Benefit of Requested Enhancement
Attachment

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Support

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