Support is provided by the same team who create and implement the software, so problems are diagnosed and fixed rapidly. We use robust procedures and tools – including our own in house application RemoteMan – to ensure a rapid response and resolution to issues as they are raised.
All customers have as standard support via our ticketing system as well as via telephone. Customers also have the option of purchasing a premium support package, offering an enhanced monitoring and support service to ensure the highest level of operational continuity.
The standard support package includes fixes to software bugs, and priority fixes to critical bugs which are having significant operational impact.
We use a single issue tracking system for both development and customer support issues.
The ticketing system is actively monitored throughout working hours.
Telephone support is also available during standard working hours.
The premium support agreement includes pro-active monitoring of your applications and server environments, with notifications to one or more of our designated support staff. The objective is to identify potential issues before they have a business impact or become apparent to users.
In addition, the premium support also allows for critical tickets to be dealt with outside of working hours, and for Skype support access, allowing for instant escalation of tickets when necessary.
Our support options are summarised in the table below:
|Standard Support||Premium Support|
||Standard options, plus
Both the standard and premium support arrangements allow for the purchase of a regular monthly support days, which can also be used for implementation, at a reduced daily rate.