Support and Maintenance Services
Support and maintenance services are provided via an annual contract renewable with the option of extending the initial one year period to two, three or five years. These valuable services ensure that you continue to reap benefits from your solution, making sure that the system is always running at maximum performance and capability.
Support services ensure that any issues are quickly and efficiently resolved, so that systems are working at maximum efficiency at all times.
All calls to the help desk will be timed in, logged, given a unique reference number and allocated an appropriate severity rating, so that priority can be given to the most urgent calls. Response to incoming support calls is managed by the 1st Touch Service Level Agreements within the contract, with stated times for initial response and resolution. The customer is kept informed of progress at all times.
Flexible access and service delivery means that support can be managed through a variety of options:
- By phone with direct access to the support team
- By email
- Dial in service - remote access for diagnostics
- On line webex sessions
- Pre-arranged on-site consultancy
Standard service is provided during normal working hours Monday to Friday (excluding UK public holidays). Extended service is available outside of these hours by special arrangement.
Provision of software maintenance ensures that customers benefit from continuing development and enhancement of the system. Regular version upgrades will be provided, including new functionality and enhancements to the existing solution.
This service is provided directly via the 1st Touch technical team and automatic notification via email is sent whenever a new release is made available.
The upgrade will be delivered via remote access or in the form of a media pack, with the back up of the support team on hand to ensure a smooth transition.