Compliance

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As a leading provider of on demand customer support software and help desk software solutions, one of Parature’s core values is our commitment to industry best practices, accessibility standards, and the security and privacy of all protected client information. Our customers turn to us to provide expertise in customer service management and business processes, and we consistently focus our products and services to deliver the utmost in quality to ensure our client’s success.

At Parature, we focus on promoting industry recognized process frameworks to improve business alignment and drive best practices related to Customer Support and Help Desk operations. The following is a brief summary of some of the standards and regulations we are committed to:

ITIL

The Information Technology Infrastructure Library (ITIL) is a widely accepted set of guidelines to IT Service Management. First developed in the late 1980s by a branch of the British Government, ITIL consists of a series of documents that are used to aid the implementation of IT services. These processes may be related to everything from customer service management and client knowledge management, to other business processes used throughout organizations. ITIL describes best practices at a high level, and provides guidance on the processes and workflows that have proven successful in the past. However, ITIL leaves it to the individual organization to implement the task-level procedures for daily service delivery and support activities.

Parature’s seamlessly integrated products offer an out-of-the-box solution that satisfies many of the service management requirements. The flexible and customizable system easily adapts to your ITIL implementation, and fits the unique processes that you may have in your organization.

Sarbanes Oxley

The Sarbanes-Oxley (SOX) Act was passed in July 2002 with the purpose of increasing financial transparency and public confidence in the markets. In accordance with SOX, executives must attest to the adequacy and effectiveness of their internal controls, including IT controls. While SOX does not mandate automated controls, such controls may ease the compliance process. In many cases, using a software solution such as Parature’s customer support software or help desk software solution, can help automate IT processes and implement consistency.

Accessibility Standards

Parature is committed to the support of industry best practices and guidelines for ensuring that Parature products provide standardization of web content and achieve accessibility for all users. Parature’s products have been designed to address the technical standards defined by the Web Content Accessibility Guidelines 1.0 (WCAG 1.0) (May 5, 1999), also recognized by Section 508 of the Rehabilitation Act of 1973.

Parature is committed to helping all our clients meet their accessibility goals and the technical standards. To request a completed VPAT (Voluntary Product Accessibility Template), please contact Parature.