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After Sales Support

A wise man once remarked…

“The proof of the pudding is in the eating”

… and this comment is most apt in relation to the issue of computer system support.

The longest standing of our clients was signed up in 1988 and we have many clients that have been with in excess of twleve years. This outcome is attributable to three main factors:

  • We are the developers of the MINDER software that we supply and install, and therefore we are in the best possible position to support it, and to provide modifications and enhancements, when required.
  • We ‘care’. When our clients have a problem, they call and speak to us. They do not have to go through the frustrating procedure of filling out technical forms to fax, or email, and then be forced to sit and wait. We actually take your calls…
  • We offer (even encourage) Single Vendor Responsibility so that ‘buck-passing’ of problems is eliminated.
  • Within MINDER, we provide automatic ‘Recovery/Restart’ facilities that enable our clients to get around operational complications caused by power cuts and the like.

Choose Your Level of Support

Image‘Regular’ support:
The vast majority of Syscap’s client’s find ‘Regular’ support adequate to their needs, and enjoy the benefit of this low-cost option that provides for coverage during the hours of  8.30AM – 5.30PM Monday through Friday, local east-coast time, excluding Victorian gazetted public holidays.

Regular + After-hours’ support:
Some client’s have needs that go further, and who therefore contract for support services that extend to include 5.30PM – 9.30PM Monday through Friday, & 9AM – 5PM on Saturdays & Sundays, local east-coast time, excluding Victorian gazetted public holidays.

‘Regular + Extended-After-Hours’ support:
If required, for client whose needs go even further, they can contract for support services that extend to include 9.30PM – 11PM Monday through Friday, & 9AM – 5PM on Saturdays & Sundays, local east-coast time, and including public holidays (except Good Friday & Christmas Day).

Remember; you get very little for nothing in this life, and if you are getting what purports to be 24/7 then, either you are paying for it, or the quality of the support will probably prove to be somewhat ‘ordinary’.

‘Ad hoc’ Support
Support can be obtained on an ‘as required’ basis on the following terms and conditions:

  • Annual software maintenance fees must have been paid so that your version of the software is either up-to-date, or can be brought up-to-date as part of attending to the support matter.
  • The time charged is the total time involved in attending to the problem; not just the time on spent on the telephone with the client.
  • ‘ad hoc’ support calls rank for attention behind calls from contracted clients.

Software Maintenance

Part of Syscap’s After-sales-support charges cover the costs of maintaining the MINDER software. That is, it is a condition of support that the client’s copy of the MINDER software is kept up to date, so that any problems that have to be addressed by Syscap, can be done in the context of the current version of the software.