The [email protected] support service is designed to help your organisation run its business systems effectively and efficiently and to ensure that you obtain the maximum possible return on the investment you have made in [email protected] software ([email protected], [email protected] and [email protected])
By choosing support directly from the software author you can be confident of receiving the highest possible levels of product knowledge and customer service.
[email protected] recognises the operational importance which our products have in your business and understands the consequences for you when systems don’t function as intended.
All clients who have annual maintenance contracts are entitled to avail of the full range of services detailed on this page. Some of these services are optional and can be added to your contract for an annual fee. You should consult with your Account Manager for further details on these.
Quality Statement & Commitment From The Directors
Quality must set us apart. Therefore, we set and maintain the highest standards for our people, products and processes.
- Clients are our priority: we will meet their needs whilst always striving for market leadership.
- Teamwork is the key to maintaining the integrity of our business. We encourage and reward teamwork in relationships among employees, clients, software authors and partners.
- We strive for profitable company growth and believe the key to this is in developing our people. We maintain a positive work environment, and recognise that each of us shares the responsibility for our client’s satisfaction.
Partnering With You
At [email protected], we recognise that the most important aspect of any solution is the team of Consultants tasked with managing the implementation and the after sales support available once the project is completed.
At the heart of our offering is a group of experienced and highly skilled application specialists, systems architects and support staff who are responsible for delivering all aspects of our Professional Services. Our architects and application consultants use their real world experiences and industry best practices to reduce the time, scope and cost risks associated with project implementations.
Our Support Centre provides our Clients with a comprehensive helpdesk service that is designed to maximise your investment in our solutions and ensure that any problems and queries are resolved quickly.
By partnering with us, you can be confident that you have the backing and support of an organisation that recognises the importance of technology to your business and understands the consequences for you when systems don’t function as intended.
Types Of Calls
In our experience, support calls tend to fall into one of four categories:
Software Use Calls
These can be reports that appear to be incorrect, functionality that has changed or software that has ‘locked up’ or stopped working. These calls are more noticeable after an upgrade has been completed or a new module implemented and in our experience there is a clear correlation linking the level of training undertaken by a customer and the smooth use of the product. These queries can frequently be rectified by email or over the telephone or by using remote diagnostic facilities to look at your setup and data files.
Requests for product information, services or additional module enquiries can be emailed or telephoned through to the help desk who will be happy to discuss the options. Clients will also find useful information 24-hours a day via our web site. In addition your account manager is also available to discuss these requirements.
Suspected Bug Or Data Corruption
Thankfully these types of calls are infrequent, however a good system back up procedure and strategy is essential to minimise the impact on your organisation where these problems are identified. Our help desk can advise you how your system can be properly backed up so that you are adequately protected.
These problems tend to relate to your operating system, network, relational database, firewall or hardware. These types of calls can often be complicated but it greatly helps our resolution of them if clients write down exactly what has happened or changed since the system was last operational. Calls of this nature are often best resolved by allowing us remote access to your data and system files or if one of our consultants attends your site.
Help Desk Procedures
We have utilised a modern help desk structure to handle calls in an efficient and timely fashion. The objective is to try and clear as many calls as possible as they are received and to route the more complex issues to a specialised applications team. Our call escalation mechanisms have been put in place to ensure that all calls are resolved within the agreed resolution period.
To ensure the most efficient and appropriate response to your query we operate a call priority classification system, a call routing procedure and a call escalation procedure.
When a call is placed to our help desk a severity level is applied to that call. There are four potential severity levels:
Severity Level 1:
This is a major systems or application fault which leaves a customer unable to use their system. We aim to resolve severity 1 problems within 4 working hours of receiving notification.
Severity Level 2:
These are serious operational problems that leave customers unable to use one or more modules within the application. Calls logged with this severity level should be resolved within 1 working day.
Severity Level 3:
These are operational problems that result in some aspect of functionality being impaired or not working as expected. We aim to resolve these problems within 2 working days.
Severity Level 4:
This is the lowest level of severity that we apply to a problem. It is typically reserved for issues that could be considered ‘an irritation’ but are not impacting on operations or product usage. We aim to resolve these types of queries within 30 days or via the next release of the software.
Once a severity level is established for a call, escalation points are triggered at pre-determined stages in the resolution time frame.
The following call escalation methodology will be followed whenever you register your support call. Each escalation phase represents a different set of responses that you can expect depending on the nature of your call and the stage it has reached.
First Line Help Desk
The help desk receives your initial support query via email or the support portal. On average we would expect to spend up to sixty minutes on a call before escalating it to the second line help desk.
Second Line Help Desk
A call is escalated to the second level when it cannot be resolved within an initial time period of about 60 minutes. In this phase the call is picked up by an experienced [email protected] professional and reviewed during a dedicated client investigation period that is a specific part of the day used to investigate queries that could not be resolved during the initial support call. During this phase of the investigation the help desk professional will attempt to simulate the problem through a process of replication initially using a local copy of the product on their system. If the problem persists and we are not able to duplicate the problem we will seek to investigate the data files in your environment via an internet connection or using a backup of your database.
Third Line Help Desk
If a problem remains unresolved after an agreed level of second line support investigation then the Account Manager will be notified and the call will be escalated to our Head Office support team and the Software Development Team. The team may include operating systems experts, database consultants, data corruption professionals as well as help desk professionals with the most relevant skills for the product(s) concerned. The team will work to eliminate each factor that they have highlighted as important according to your unique situation. Each environmental factor will be tested both in isolation and concurrently. Progress on your problem will be reported back and discussed with you to ensure that the process remains focused and is conducted to your satisfaction.
Once a severity level is established for a call, escalation points are triggered at pre determined stages to ensure that all necessary staff and managerial resources are deployed to resolve your support problem within the agreed timeframe.
You can see details of these stages on the right.
In the following sections we have summarised some additional information on the services we offer to assist in supporting your organisation.
Support Opening Hours
Our help desk is open from 09:00 to 17:30 Monday to Friday.
E-Mail: [email protected]
In some instances it will save time and be more cost effective to resolve issues by accessing your systems remotely. To learn more about this service please contact your Account Manager.
On Site Support
As an alternative to remote support we can send one of our consultants on site to solve your application or systems problems. As an additional service you can also use our consultants to provide cover for staff absence or during a business critical period like year-end or as part of a system upgrade.
Training and Skills Development
We believe that equipping your staff with the necessary skill-sets is a vital component of a projects success. To that end we have invested heavily in designing course methodologies that maximise the ROI your organisation achieves on a project. Our Training Solutions comprising of our experienced instructors, comprehensive role and activity-based courses and flexible training options, make it easier than ever for you to get up to speed quickly and gain the knowledge to work smarter and faster.
User Group Membership
Our User Group is designed to be an informative, client driven forum for the dissemination of information regarding your business systems and the latest technology issues. We use the User Group to share experiences and issues associated with your software and to keep you up to date with product updates and development strategies. In additional to our User Forum, we also run regular workshops and seminars tailored to clients from specific industry backgrounds or with similar business issues.
It is vital that the help desk should include the highest skills levels across a broad range of product areas.
Each month we review a sample of all calls to ensure a consistent standard of response is maintained, checking where necessary the approach, resolution and speed of response. Additionally, we update to the knowledge database and call logging system with any new operational checks to improve the quality of help desk responses.
The Support Director also carries out quality checks on an ad hoc basis calling clients periodically to evaluate the level of satisfaction following an onsite visit or a series of calls to the help desk.
The knowledge database is a huge project in time and resources that is intended to serve as a valuable reference tool for our staff and clients alike. It is a library of information to assist the help desk when solving your support queries and is designed to draw together the knowledge that exists in the company at large.
All product information and documented problems experienced across the company and by our partner software authors will be entered into the knowledge database. Our application, technical and business consultants update the knowledge database so that ‘work arounds’ and client specific solutions can become part of a common resource which helps provide consistent service standards.
The knowledge database offers a sophisticated research tool, which can be accessed by our partners, consultants and software authors via our extranet facilities.
The Knowledge Database can be found at http://www.systemsatwork.co.uk/support
Our aim is to take a proactive approach in managing your account as we seek to understand your business issues and work with you to resolve them. Regular account management reviews are one of the ways we do this throughout the year either via face to face meetings, telephone interviews or online feedback. We tailor the approach we take to suit the preferences of our clients.
Your Account Manager will hold periodic review meetings with you at intervals you decide upon to suit your individual requirements. These offer an excellent opportunity to review the calls you have placed with the help desk and the standard of support provided. The account review can also examine future requirements your company may be contemplating and provide an assessment of your training requirements.
We always welcome customer feedback and suggestions for how we can improve our service. We actively encourage client communication and want you to let us know if there is any aspect of our support, however small, that you feel needs improvement.