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Widen25 Collective Customer Support

25 seconds from "Dial to Voice", 25 seconds from "Chat to Response" and 25 minutes from "Email to Reply."

The service-driven philosophy of Widen continues to build upon a best practices model for providing customers an enjoyable user experience. With over 75,000 users in 120 countries Widen continues to increase market share for digital asset management services by emphasizing the service components of the culture.

Widen recently enhanced the level of service for all customers by adopting a new service mantra, Widen25. Widen25 is a commitment to response times within the various communications methods used by customers and the user community to request assistance from Widen support teams. During our Help Desk hours of 7 am to 4 pm CST, the 25 refers to the following three service commitments:

• 25 seconds from dial to the voice of Widen help desk personnel.
• 25 seconds from online chat initiation to Widen help desk response.
• 25 minutes from email inquiry to a Widen help desk reply.

Widen project management and help desk teams frequently collaborate with marketing and customer success teams on methods of adding value to customer relationships. This program is result of that collaboration with the focus on creating an enjoyable customer experience. The Widen help desk maintains an 8-hour response window from 7 a.m. to 4 p.m. CST to meet 99% of all inquiries and plans on extended hours as new users exponentially increase in the future.

Widen customers and users of Widen systems are invited to contact the service team using any of the
following methods:

• Toll free: 1-877-WIDEN25; (1-877-943-3625; USA, Canada, Virgin Islands only)
• Online chat support in the Help/Support section of each customer application
• Email: Widen25support@Widen.com

The service architecture at Widen continues to scale as the customer demand increases. The Widen teams operate from their corporate headquarters in Madison, WI leveraging the talent from the world-class university system and breadth of talent in the community.