With over two decades of experience, WorkTech offers an annual software maintenance and support plan that provides access to end-user support services, tools and ongoing software updates.
Our world-class product support services provide quick problem resolution, helping you improve your service levels and drive customer satisfaction. Our team guarantees you receive the best support for all your software needs, thus enabling and shaping your organization for long-term success.
Take advantage of the benefits offered by WorkTech’s support plan which include:
WorkTech welcomes product improvement suggestions from its customers. Select product enhancement requests deemed to be beneficial to the entire client base are applied to future releases. They are then made available to all customers often as optional system preferences. Such arrangement empowers a number of clients using a similar product to communicate valuable best practices and share working solutions.
Using eService Requests customers can create support requests on the Internet and have the requests funneled to the help desk automatically. Support requests are assigned a tracking number enabling customers to view the status of progress on a request and provide additional follow-up feedback until a resolution is reached. A database of current and past requests serves as a knowledge base from which customers can search for resolutions and answers to questions.
Service calls are systematically addressed in accordance with the following severity levels:
The material function of a licensed product is (i) Inoperable and cannot be restarted and/or (ii) Subject to intermittent failures occurring so frequently they render the function inoperable and/or (iii) Having a substantial effect on business operations, with no workaround available.
Issue does not have an immediate effect on business operations. A workaround may be available, which may be labor-intensive or cost-prohibitive over a long period of time, but could be an acceptable short-term solution.
Issue does not require immediate attention to maintain system operation such as: (i) a program is not working but a workaround is available and/or (ii) clarification or guidance is needed on how to use the documentation or online help and/or (iii) the issue occurs in a test environment.
Driven by a customer-first philosophy we work diligently to maintain a high standard of quality in both product design, stability and sustainability. This high standard is the essence of WorkTech's promise to provide Technologies for People Who Manage Work!
Contact our experts today to learn about maximizing your organization’s value with our Support Services.