An integrated product suite delivered as a service, SafeHarbor Support Services 3.0 includes SafeHarbor Self-Service, a customized Web self-service environment; SafeHarbor Analytics, a data warehouse and analytics platform; and SafeHarbor Assisted Support, one-to-one service including Web case, E-Mail and telephone.

The latest version includes new services and enhanced functionality in problem determination and solution delivery, customer satisfaction measurement and data analytics.

One key new feature is SafeHarbor's Solution Sonar, a pre-emptive search applied to the escalation from self-service to a Web case. When a user is not able to find an answer through Web self-service, SafeHarbor's natural language search tool steps in and searches for an answer to their question, based on the description they enter on the Web case form. Several possible answers are returned. If none of those answer the user's question, the user can continue and submit the Web case to be helped by a customer support representative.

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