Monitoring, that is transparent to our customers, begins the moment an order is submitted, and continues until the completed order is delivered.
Order Submission: at the time of order submission, an instant resource availability check is performed against the Order Service Profile accompanying the order – if we do not have a matching resource, our customer will be informed of such immediately. An estimated time of completion (ETC) will be assigned to every order as a way to best position our customers to set expectations with their customers.
Open Orders: orders associated to a researcher are monitored for progress against preset timing thresholds established to drive timely processing – notifications/reminders are sent accordingly. In the event a researcher becomes unable to process the order, our system will reassign accordingly or update our customer of an expected delay, along with a new estimated time of completion.