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Software Support

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First & Second Line Support 9am - 5pmTelephone support + remote dial-in support. Covered by monthly subscription.
Additional "Out of Hours" SupportNegotiable based on requirements and chargeable at the standard daily rate*.
On-site SupportSoftware issue is covered by monthly subscription. All other issues are chargeable at the standard daily rate*.
 

Issue Resolution

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Level 1 - Show Stopper / System DownRespond within 4 working hours and aim to resolve within 1-2 working days.
Level 2 - Inconvenient / Work Around ProvidedRespond within 8 working hours and aim to resolve within 5 working days or agree to be resolved in a future release.
Level 3 - Minor IssueTo be resolved within a future release.
 

Software Updates

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New ReleasesNew releases will be installed on the central server overnight ready for the clients to upgrade the next working day when the user logs in.
Urgent FixesSystem upgraded as required. Users would need to close all modules and restart for upgrade process to complete. (Reboot NOT required)
 
*Minimum charge at standard daily rate is half a day.
 

Latest News


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