Supporting Software - FAQ
Below you will find answers to the most popular questions. However, if you have a question that is not answered here please contact us for more information.
Q: How will you understand our needs and assess our system?
A: Before a support contract comes into effect a System Audit will take place by one of our consultants. The System Audit is critical to the on-going support of your application so we have a full understanding of how your application works and how it is used within your organization.
Q: What will influence the recommendations stemming from the System Audit?
A: During the System Audit, the consultant will consider factors such as stability of the system, interconnection with other systems, external access and security along with the business criticality of the system. In taking all these factors into account the consultant's goal will be to establish the level of support necessary to maintain the system during a typical month.
Q: How will the scope of my support contract cover be determined?
A: You will tell us exactly what you want to be covered and we will perform the system audit accordingly. Once the system audit has been approved and the scope of the support has been defined, a definition of the system to be supported will be stated in the contract.
Q: What services can I request?
A: Support can mean the provision of any of the following services:
- Maintenance
- System fault analysis
- Bug fixes
- Application monitoring
- Telephone, Email support
- Status reporting
- Knowledge management
Q: Who will decide the Response Time for a support incident?
A: The response time is determined by the support contract. The response time quoted within the contract is the maximum response time you can expect, but wherever possible we try to resolve the issue if possible during the initial logging of the call.
Q: How is support delivered?
A: Whenever possible, support will be delivered remotely. Our consultants can often gain secure, remote access to your system and can therefore perform tasks without needing to come to your office. In certain cases there will be no alternative than to visit your office for further fault diagnosis or to successfully implement a fix.
Q: Why is Off Site support provided in preference to On Site support?
A:For speed of resolution, the most efficient practice is for remote access support to be provided. This benefits the customer, as time is not wasted in getting the consultant to your site. It also means that you do not have the inconvenience of having external consultants in your office unless absolutely necessary. If however, you prefer our consultants to come on site to resolve your issue or if the issue is not resolvable remotely, a consultant can be on site within 8 working hours. This consultant would be fully experienced in your application and infrastructure.
Q: What happens if the requested level of service is not met?
A: We will always endeavour to deliver support within the response time requested, however if a response time is not met by action from our consultants, the subsequent support that is provided will be free of charge.
Flexible Support Options
- Remote Support
- Onsite Support
- Routine Maintenance
- Upgrade Projects
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