Critical Information
The following information may be
requested when logging the call:
- Product Details (e.g. Client Care
Desktop, Network Administration
System, Website, etc.)
- Software Version
- Location of User
- User contact details
- Remote access details
- Definition of the problem including;
error messages, navigation path,
screen shots
- Details of the IT Hardware/Software
Platform (e.g. operating system,
server specification, etc)
Acknowledgement of Receipt
of a Support Call
If you raise a Support Call by email
this will be acknowledged by us sending
you an email which will include a
Call Reference Number confirming that
your call has been logged and is in
the support queue. If you raise a
Support Call by telephone your Call
Reference Number will be given to
you verbally once your call has been
logged.
Support Call Diagnosis and
Solution
Quay Software requires full co-operation
from the user in order to resolve
support calls. This includes a clear
definition of the problem, access
to personnel who can provide the required
information, remote access to the
affected systems, demonstration of
the problem and access to backups
if required.
Software Fixes
Where necessary software fixes, but
not new features, will be produced
by Quay Software in response to support
calls as follows:
- Some urgent priority calls may
require a software fix to resolve
them and in some instances these
will have to be applied manually
to the system by the Support Consultant
in agreement with the user.
- Some urgent priority calls may
require a software fix to resolve
them and in some instances these
will be applied automatically to
the system by the user running the
Quay Software System Updater.
- Some standard priority calls may
require a software fix to resolve
them and these will be included
in a scheduled maintenance release
requiring the user to upgrade their
system, if required using the service
provided by the Implementation Support
Team. Where a client has a bespoke
or custom version of Quay’s
software, software fixes may be
applied on a pre-arranged Support
day by one of Quay’s Corporate
Services Consultants.
Quay Modular Website (QMW) and Quay
Web Builder (QWB) which are centrally
hosted will be updated from time to
time in response to support calls
and other client feedback.
Support Service Levels
Please click
here to download a copy of our
Support Service Levels document which
details our timescales for acknowledgement,
initial response and resolution to
your support calls.
Further improvements are on the way
and we will continue to communicate
these via the monthly newsletter.
If you have any questions regarding
the above please contact the Support
Team on 01279 756061
or send an email to: support@quaysoftware.co.uk
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