Support Services
The standard* support services shall be provided during normal working hours and shall comprise:
- A telephone help desk to provide first-line technical support to users of the supported software;
- An email address monitored during normal working hours to provide first line technical support to users of the supported software;
- Provision of a unique identification number for each issue notified to Elite Dynamics and regular updates until resolution;
- Remote diagnosis and, where possible, correction of faults, more specifically to correct all data and failures of the software to comply with any warranty or term of the agreement (as if such warranty or term continued beyond its expiry date).
- Installation of maintenance releases on the customer’s equipment and handover to the customer for acceptance testing;
- Report of current and recent support issues on request from the customer representative;
- Account meetings will be held between the Customer Representative, the Account Manager, and any support staff deemed appropriate from time to time. These meetings will take place at least once in each contract year, at a a customer office location, and at a time agreed between the Customer Representative and the Account Manager. The purpose of these meetings is to discuss the provision of the Services, review achievement of the Service Levels, and address any other relevant matters.
- On request from the customer, training in the use of any functionality in a maintenance release, at charges to be agreed.
*Please refer to your contract with us to find your exact service level agreement package.
