Support agreements tailored to meet your business requirements
Specifix have support agreements that have been designed to meet the majority of companies support requirements. However, we fully appreciate that some companies may need tailored agreements to exactly meet their support agreements, and we can adapt our agreements to meet your exact specification.
Whether your organisation only needs support during office hours or 24/7/365 we have the support team in place that provide the high level of service your business expects.
Having provided high level support for many years to companies worldwide, we appreciate what is most important to clients, such as prompt responses, good communications and easy access to the current status of outstanding tickets.
Knowledgeable and skilled support engineers
Our support team are part of the software development team, so when a call is logged, the engineer who you log the call with, will be the engineer who will resolve the ticket.
The engineer will also have been through training to ensure they completely understand your system, so your time is not wasted explaining your business each time you log a call.
System audits ensuring we have a complete understanding
We carry out a system audit before commencing support agreements to ensure the quality of our support is exceptional from the day your support agreement commences. The system audit is fully documented as additional reference information for the support engineers.
Online support system, monitor support real time
All support calls are logged on our web based support system, so you can access the most up to date information on your support ticket at any time.
Service Level Agreements, guaranteed response times
Our support agreements have a Service Level Agreement which we manage and monitor to ensure all targets are maintained, online reports are easily accessible to allow monitoring of current tickets and to access monthly support reports.