What is a support call?
Our Support Team offer break or fix support. This is to say, if something in your solution has stopped working, where it used to work fully, then we’re here to help.
When does a support service begin?
Unless you’ve secured specific and different terms of sale, your support service begins immediately once you’ve placed your order and made your initial payment. We would hope that support, in the early days at least, isn’t something you’re likely to need.
When we want to use remote control or to view your desktop, we’ll do so using our Connect Solution. Connect (http://connect.azzure-it.com) is a fast, reliable and secure remote support, access and meeting tool. We use this to remote support and access your machines. We access all of our client machines using this tool, be it Mac, Windows or Linux. It uses a little secure add-on that is installed on the local machine that we wish to remote control.
Once you begin your project, you’ll be actively working with your Project Manager and the Consultancy Team. You can contact the support team, but if there are specifics or general learning queries, these will be best handled by your Project Manager and Account Manager. As soon as you’re live, support will become your primary contact for help, problems, and queries on your new system.
Amendments to any system, such as new functionality, are excluded from support and managed by Account Managers. We carefully document amendments to objects or elements to ensure that changes can be supported going forward.
Training is managed by your Account Manager, to ensure adequate educational support is in place for your team. We do not provide training via support. If you’re in need of help, we’ll always try to help but your request will be subject to the ‘Query’ SLA.