Support Service Delivery
Varying levels of support are available, depending on your business' requirements, each giving you a specific number of hours to use every calendar month:
Remote access
Absoft’s support service is provided from our offices in Aberdeen. We access clients’ SAP systems using high-speed secure site-to-site VPN to create a remote ink. This link enables us to view, diagnose and resolve problems encountered by clients on our own screens.
Process
Clients report problems to Absoft via a telephone hotline or e-mail, and all calls are logged in our central support database. Calls are prioritised and addressed in order of criticality and hours worked against each call are recorded in the support database. Monthly reports provide a full call resolution audit trail and regular reviews are held to assess satisfaction levels and plan for future requirements.
Service Levels
Diamond
140 support hours per month
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Platinum
105 support hours per month
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Gold
70 support hours per month
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Ruby
49 support hours per month
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Silver
35 support hours per month
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Bronze
21 support hours per month
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Our contract includes a Service Level Agreement which specifies response times for different priorities of calls.
Call Absoft on 01224 707088 or email info@absoft.co.uk for more information.