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Optimal / MEMBERS / Technical Support
Technical Support
TECHNICAL SUPPORT LEVEL ONE (1) 

The aim of Technical Support – Level One is to provide a platform for Hogan certified feedback givers / users within the organisation (hereinafter refer to as “subscriber”) to seek clarification on their interpretation of the Hogan Assessment Systems’ profiles.
 
1. Pre-Requisite
- This service is only available to users who are certified by Optimal to administer and interpret the Hogan Assessment Systems, and have purchased Hogan Assessment Systems computer-generated reports from Optimal.
 
2. Delivery mode
- This service will be delivered via teleconference / phone only. All telecommunication charges are to be borne by the subscriber. Optimal endeavors to provide a local fixed line or mobile phone number for this service. Should there be a need to assign any service request to an Optimal consultant in a different location, consent of the subscriber will be sought prior.
 
3. Capping of Services
– The delivery of this service to the same subscriber is capped at 1 hour per day (i.e. 3 profiles per day).
 
4. Scope of Discussion
- The subscriber is to analyse the Hogan profiles prior, and share his / her own analysis with the assigned Optimal consultant during the phone call. Within the time allocated and specific to the analysis provided, Optimal consultant will then highlight any error or gap, or address any concerns or doubts subscriber may have in interpreting the profile.
- The scope of the service does not include recommendations and / or suggestions on the final hiring / recruitment and coaching decisions.
- Optimal reserves the right to refuse delivery of service at this level should the subscriber not demonstrate sufficient preparation. Under such circumstances, Optimal consultant can offer to “upgrade” to Technical Support – Level Two or to terminate the call immediately.
 
5. Target Audience
– This should be limited to feedback-givers / persons assigned to interpret the profile (please see Pre-Requisite). Optimal reserves the right to refuse delivery of service should there be parties not agreed to by Optimal present / listening in during the phone call. Optimal highly recommends that the subscriber advises Optimal on the parties who will be present prior to the phone call.



TECHNICAL SUPPORT LEVEL TWO (2) 

The aim of Technical Support – Level Two is to provide Hogan users (hereinafter refer to as “subscriber”)  with a more detailed understanding of the Hogan Assessment Systems results by providing key points / observations of the profile.
 
1. Delivery mode
- This service will be delivered via teleconference / phone only. All telecommunication charges are to be borne by the subscriber. Optimal endeavors to provide a local fixed line or mobile phone number for this service. Should there be a need to assign any service request to an Optimal consultant in a different location, the consent of the subscriber will be sought prior.
 
2. Capping of Services
– The delivery of this service to the same subscriber is capped at 1 hour per day (i.e. 2 profiles per day).
 
3. Scope of Discussion
- The subscriber is to read the Hogan Assessment Systems computer-generated reports prior. Within the time allocated for the call, Optimal consultant will provide key points / observations from the profile.
- The scope of the service does not include recommendations and / or suggestions on the final hiring / recruitment and coaching decisions.
 
4. Target Audience
– This should be limited to feedback-givers / persons assigned to interpret the profile (please see Pre-Requisite). Optimal reserves the right to refuse delivery of service should there be parties not agreed to by Optimal present / listening in during the phone call. Optimal highly recommends that the subscriber advises Optimal on the parties who will be present prior to the phone call.