If you have consumed the Solution Help Desk Support time allocated in your “Software Solution” package, but find you are in need of further assistance, you can purchase additional time increments.
The Solution Help Desk Support service has been designed to help you keep your “Software Solution” at peak effectiveness by assisting you in managing and resolving issues with the following:
- answering business and technical questions about software and systems operation
- troubleshooting software and systems operational and performance issues
- conducting software version upgrades and database migrations
- assisting with data migration from legacy systems
We guarantee all our work in connection with the Solution Help Desk Support service and will correct any errors or omissions in that connection free of charge. However, you must identify these to us within 90 calendar days of the relevant work being delivered. Any claims made after this elapsed time will be treated as new or additional requirements and will be subject to our normal Solution Help Desk Support charges.
Our Solution Help Desk Support guarantee does not provide any warranty as relates to the error-free operation of the open source component of our “Software Solutions” (e.g. OpenERP software), non-standard software modules or bespoke software code. Please see our “Warranty Support” offering for details of this coverage.
All of the above services are offered ONLY in the context of the software, systems and capabilities in your chosen “Software Solution” package. We cannot provide business or technical Solution Help Desk Support for software, hardware, networks or data outside of this context.
We undertake to make a first response to any query you may raise through defined communication channels in relation to this service within one business day of your initial contact, subject to normal UK office hours. UK office hours are defined as being M-F, 0900-1700 GMT/UTC and do not include UK bank holidays.
We will deliver all Solution Help Desk Support from offsite at our offices via electronic means during normal UK office hours; primarily via telephone / VoIP and email although other communications tools and channels (e.g. Fax, IM, Web-Conferencing, Remote-Access, etc) may be used at our discretion on a case-by-case basis. All of your communication with us must be initiated via one of our primary channels using contact details we provide.
NOTE that Solution Help Desk Support time must be used within one year of purchase or the time units will expire.
The information provided above should be read in conjunction with our business “Terms of Service” which must be accepted as part of all sales and can be accessed for review now by clicking on the above link.
Please “Contact Us” if you would like to discuss anything in this product description or want to enquire about purchasing our products or services..
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