As with all business critical software applications, having a dependable support service in place gives greater peace of mind to your users.
Depending on how critical the system is to your business you need to decide what level of service you require, defined by the response and resolution times you require for the system. The response time is the time between you raising the support call with us and one of our support engineers getting back to you by telephone or email. The response will either resolve the problem straight away, suggest some things for you to try or ask for more information.
The resolution time is the time between you raising the support call and us resolving the problem.
Response and resolution times are measured in UK business working hours. Our standard level of service (level 3) guarantees a response in 2 working days and resolution in 5 working days, but our records show that usually we respond and resolve much more quickly than this. We also offer an our-of-hours service and an emergency ticket facility (by prior arrangement).
Support calls can be raised by telephone, by email to our dedicated support mailbox or via our web portal My Samarind. Emails are automatically imported into our bespoke ticketing system and notification emails are sent to the relevant personnel. Our database is also linked to our web portal, through which you can also monitor the progress of your support tickets. We keep detailed records of the support calls we receive, our performance against our service level agreements (SLAs) and the nature and resolution of the problems encountered.
For more information about our software support services please contact us.