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De Facto's commitment is to provide effective, professional and
friendly support to our valued customers. Our support contracts
and our multiple methods of delivery enable us to resolve
any queries or issues you experience with speed and efficiency.
de
Facto SupportPak™ Contract
de
Facto SupportPak™ is an annual
service and support contract, which ensures continued
high level service and commitment via our support area.
This annual contract features the following:
- Help
desk support
- On-line
support
- Telephone
support
- On-site
support
- New
releases
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de
Facto SupportPak™ provides comprehensive
support during standard business hours (9:00am to 5:30pm,
Monday to Friday, excluding
Public Holidays). Should you require a higher level of support,
these hours can be extended to suit and cover your
particular working practices.
Online Support Tool
All
support issues are logged using the new de Facto Online Support Tool. These events are immediately available to De Facto
via S5's CRM module. Our Support team will action events based on an assessment of the severity of the issue raised.
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Customers
are able to continually monitor the current status of any
logged problems via the Online Tool. The deployment of this
tool is part of our continuing commitment to delivering
Support Service Excellence, and to ensuring that our
Services match the high standards set by our S5 product.
Synergy
of Experience
Given
that all development work is handled in-house, our support staff
are very aware of the actual structure and intimate workings
of the S5 accounting
and business management software solution, and of forthcoming
release details and future development plans.
Indeed, feedback from support is continually channeled back
into development
work, and this
synergy and experience therefore greatly assists users with
issues that arise.
All
support staff are based at our
offices in Ipswich, and as the actual developers of the
software, there are always other people available with in-depth
knowledge of both the application package and their deployment.
SupportPak™ Delivers
...
The
De Facto HelpDesk is the central hub of our
support department, and the means by which
we co-ordinate and manage the help you need.
Key aspects of that support provision are:
HelpDesk
- Copies
of customers data are held in-house to assist with problem
resolution and document development
- Assistance
with upgrades to new releases
- Able
to call on third parties for assistance with hardware
or SQL Server issues
- Each
call logged as an event in de Facto S5, giving a unique
reference number for future referral
On-Line
Support
- Single
support email address
- Online Support Tool
- Ability to connect remotely to every customer site
- Download site with the latest releases
Telephone
- Single support telephone number
- Constantly manned during support hours
On-Site
Support
- On-Site
visits if needed to resolve issues
Dynamic
Software Evolution
To
enable our customers to keep pace with technology, De Facto
has a structured update and review policy, which means
that the software keeps pace with any useful technology changes
and,
perhaps even more importantly, with advances in business
practices. New features are
introduced into the product on a continual basis.
We
keep you up-to-date with the latest version of the software
as
part
of your
de Facto SupportPak™ support contract.
These updates are downloadable / installable from the customer
area
of this web site and include
full release
notes. With this instant
access to the latest developments in the software, you can
be assured that our solution continues to deliver
the highest possible benefits to your business.
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