Most software houses consider support as configuration and bug fixing. That’s the easy part. Our solutions tend to take their subject matter to the next level. This means that support must be available from the front to the back end.
You may need an expert in the field to help refine your thinking. You may need an expert to help you integrate your thinking into the software. We have them for each business space we operate in.
You may need help with basic configuration; our intermediaries are trained to assist. But ultimately, since we have representation in the US, the UK, and Asia, we can guarantee 24-hour support, subject to certain SLAs.
We are the people who support the people who will support you, so we rarely sleep.
From West to East, our offices are in the US (Oakland), London, UK, and Lahore, Pakistan, so there is always someone to help, no matter what time zone you are in.
So, you can send us a message via the contact us form, join our WhatsApp Group, where messages are sent around the globe, or call a central UK number +44 (0)204 642 2300, which will follow a hunt group.
Someone somewhere will be able to respond to you quickly.
Whoever receives your communication has the first responsibility to respond to you with either an answer to your enquiry or to tell you who and when someone will contact you. Please give us your contact details, as we may need to call you. Yes, by phone.
This is usually a configuration, or the software doesn’t work as expected under certain conditions. This is generally handled by either your reseller (intermediary) or one of our market-leading experts. These people may be in your time zone or in Asia. We’ll find a time-appropriate slot to contact you.
Third-line support is for bug fixes and will invariably be handled in our Asian office. This is usually an escalation of the software misbehaving and is escalated by the second line of support. Under your support contract, you will see different bug severities and the associated SLAs. In every case, we will try to diagnose the problem and give an estimated time to fix.