Supporting Your HR Processes
We have an experienced support team ready to assist you with anything you need. We do not just offer technical support during the implementation process; we continue the moment you start working with your new system. Our after-care support ensures your effective HR processes are maintained and up-to-date. The services include; bug fixes, updates, new releases and personal assistance. We can indirectly support partners toward their customers (end users) or the customers directly upon request.
We can connect to your application remotely through TeamViewer to help you determine the problem and find the best solution. You can also call us for advice, or other types of requests. In these instances, we can help you directly through Visual Studio Team Services, your Cloud Powered Support. If you prefer onsite support, then one of our experts will come to you to help you get your system back on track.
We will agree upon the type of support you require in the Service Level Agreement (SLA). Any problems with the software are covered by the license agreement. Should the activities be related to application support, technical support or training consultancy then you will be charged the current consultancy rates.
Answering Your Calls
We operate directly during regular office hours between 8:30am and 5pm (GMT+1). You can submit any requests by filling out the support template and sending it to firstname.lastname@example.org. You may expect a reply during office hours.
Any received incident will be sorted into categories that determine the priority. This is based on the complexity of the reported issue and how long we expect it might take to solve.
Category A two (2) hours Critical; The company is seriously impaired by the issue and cannot execute their daily essential tasks.
Category B eight (8) hours Major; there is a disruption in the day to day essential operational systems.
Category C Twenty-four (24) hours Minor; The company detected a non-essential problem in the software but can still work with the system or find a workaround.
It is also possible to contact us directly via email, calling one of our offices, or connecting to us through the chat in the lower right-hand corner of our website. We have a highly skilled team available to help you make the most out of your HR system all over the world.