Parature Compliance

Customer Service Management Solution

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 help protect the integrity, 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 within the Customer Support and Help Desk industries. 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 1980’s 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.

• Does Parature support Section 508 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. Today, Parature products provide partial support for 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 navigation provides for navigation through graphics, real text and links.
  • Parature products default to text with strong contrasting colors (black on white, white on blue, etc.) so that it is as visible as possible for those with color blindness. In Parature, colors may be customized by the client as needed and as such, Parature customers may change the strength of this contrast.
  • Pages are designed to avoid screen flicker with a frequency greater than 2 Hz and lower than 55 Hz.
  • Documents are organized so they are readable without requiring an associated style sheet.
  • Parature products also provide alternative support for accessibility by enabling users to export Parature data to other applications including ticketing data and emails where screen readers may be supported.
  • Parature offers support by phone for customers that may need this level of support.

• What is Parature’s roadmap for continuing to delivering accessibility?

  Parature is committed to becoming fully compliant with Section 508 standards and the Web Content Accessibility Guidelines 1.0 (WCAG 1.0). The product roadmap includes planned releases which will further enable Parature clients to offer expanded accessibility to their customers.