| Support |
Comment |
| Telephone/email support |
We are normally
available for telephone support between 08:00 and
18:00 Monday to Friday and at other times by arrangement.
For example, if we were making a modification to
the system we would always arrange extended support
hours to ensure that any queries are dealt with promptly.
Email support tends to be dealt with during much
longer support periods, again special arrangements
can be made.
|
| Bug fixing |
Sometimes bugs do show up despite
all our testing. If a bug appears we will allocate
it a priority and attempt to resolve it within an
agreed timescale so as to minimise impact on the
service to your customers.
|
| Minor modification |
Any minor changes
to the system will require to go through an agreed
change control process to ensure that they are necessary,
that proper testing and acceptance criterion have
been agreed for the change. This might be a change
to a screen layout or report. We will endeavor to
carry out minor changes with 5 working days.
|
| Discussion forum |
We
have available the use of private discussion
forums for
individual customers. This discussion
forum can be used for the initial
project and also later
for ongoing enhancements, queries, training, etc.
Its use is unlimited in improving customer service.
|
| Major modification |
Major modifications
to the system will require to go through an agreed
change control process to ensure that they are necessary,
that proper testing and acceptance criterion have
been agreed for the change. We will endeavor to carry
out major changes with 15 working days however all
major modifications will be agreed with you in advance
so as not to affect system availability at any time.
|
| Server monitoring |
We use real time
services which provide constant monitoring of the
availability and response times on our servers. A
summary report of a weeks server availability is
provided every week to monitor status.
|
| Pre-sales advice and guidance |
Part of our ongoing
relationship with you is to be in regular contact
- not so much as to try to sell you new things but
to be part of your team and to always have your organisation
in our minds. This is part of our journey and partnership
together.
|
| Server statistics |
We normally expect
statistics gathering to be implemented on any of
our servers. We will monitor these to ensure that
all aspects of our systems are operating reliability.
|
| Search engine position monitoring |
As
part of your quest to have a successful Internet
presence you will want potential clients and partners
to find your website(s) ahead of your competitors.
We offer a full search engine management service.
|
