When ACT is responsible for managing a Help Desk, ACT's management takes a "hands-on" approach to managing all of our Help Desks. We use the Support Tracking System to get up-to-the-minute information on open support calls. If the system indicates that a support teams response to a service request will be outside the agreed upon response time commitment or if there is any chance of customer dissatisfaction, ACT will use all of its resources to prevent a problem from occurring. ACT believes that potential problems should be escalated and resolved, not just reviewed after the fact at a monthly meeting.