Support Service Policy

Mission Statement
Vision
Purpose
Support Services Hours
Contacting Technical Support
Classification of Support Call Types
Technical Support Calls are categorised as per the table below. Depending on the type of call, Technical Support will take the actions described:
CALL TYPE | DESCRIPTION | ACTION | TIME FRAME |
HOW TO QUESTIONS? | Customer requires assistance understanding how to use the software e.g. How do I ….? Can the software do….? | Technical Support will demonstrate to the customer on the phone and using screen sharing technology and will refer customer to additional online help resources where relevant. | Immediate |
BUGS | Software errors which have repercussions but do not render the whole system unusable | Technical Support refer bug to Software Development Team. Software Development will incorporate a fix in the next scheduled software update. | 30 days |
OUTAGES | Whole system unusable e.g. an application error which affects all or a large percentage of users and prevents software from functioning. | Technical Support refer problem to Software Development Team for immediate attention. | 24 hours |
SUGGESTIONS | Cosmetic issues / suggestions for improvements that do not inhibit functionality of customer’s software, such as correction of typos, layout, requests for new features etc. | Technical Support refer bug to Software Development Team for consideration for inclusion in next scheduled software update. | Rolling annual basis |
Escalation Procedures
Support Cost and Eligibility
Maintenance, Updates & Bug Fixes