Log a support call for the first time

More about AccTech Client Care:

A comprehensive and advanced international support infrastructure has been built by AccTech to ensure our customers enjoy the levels of support they demand. The first level of support is to our South African office by means of a URL, phone call or e-mail. Our support desk will establish the severity of the support issue and accurately describe the problem. Should the support desk be unable to resolve the issue immediately, the issue is assigned to the closest consultant to attend to the issue at your premises. This support consultant would typically be based within the country of installation. Should the on-site consultant be unable to resolve the issue within a pre-determined timeframe, it would be escalated back to South Africa for resolution by a specialist team of consultants. This entire process is managed by a single person at the support desk who would continually liaise with the person who reported the incident.

Benefits include:

• Priority attention within targeted and measured timeframes
• Reduced support rates
• Telephonic access to our Service Centre
• Telephonic access to our numerous Product Specialist services
• Remote web support (requires specific software supplied separately & bandwidth availability)
• Free web based training sessions – held periodically
• Accpac Service pack notification and download
• Accpac software upgrade notification
• Accpac Software Assurance monitoring and error correction
• Call logging, escalations and reports

AccTech’s support offerings include services to ensure continued availability of your systems; these include annual health checks, year end preparation and version management. On a regular basis you will receive a report as to the number of reported incidences and the times to repair.

Incorporated in the AccTech Support Agreement are offerings specifically designed to intercept potential failures before they occur. This is facilitated through a full-cycle change management process; planned site inspections, system reviews, year-end preparation, version and service pack management as described in the attached Support Agreement.

If the deployment of your systems constitutes business critical applications where business will be severely impacted should systems become non-available for any reason, we recommend that you should enter into a Service Level Agreement with us over and above the support agreement.

This unique and tailored offering ensures that system availability and response times are measured to ensure target availability and response times are met. Penalties will accrue should AccTech not meet the Service Level demanded by you.