Post Implementation Support

All post-implementation consultant support is supplemented by hot-line support from our Call Centre. The inclusion of a Call Centre in the post-implementation support chain is to firstly ensure cost effective and efficient on-site support and secondly, to ensure that all support issues are logged on a central repository to enable the customer to be aware of all issues raised and how these issues were resolved.

There are three areas of support that we cater for, namely:

Technical Support through a help desk or live through a web interface linked to our internal quality control centre;

Telephonic consulting support through our help desk facility available to all users, with the ability to log remotely into the user system;

Consulting for on site support to customers in respect of the issues that cannot be resolved telephonically;

All support queries are dealt with through a Call Centre that manages hot-line support. The solution to a support query can be divided into the following four levels.

Level 1: Generic solutions that do not require access to the client's application and can be supplied by a consultant at the Call Centre. For security reasons, consultants at the Call centre do not have access to the client's DMK server, unless we are specifically contracted to provide on-line support. An example will be a call from a user that needs to perform a specific action but they need assistance. Such a support issue will usually be flagged as a “training required” issue.

Level 2: Solutions that are client specific and is associated with functionality implemented on the client's DMK system that pertain to a customer specific parameter. An example will be that the solution prevents a Store Manager to authorise a discount that will result in a gross margin of less than 10%. This setting can be changed by the super user subject to internal security authorization.

Level 3: More complicated solutions to advanced applications of implemented functionalities on the client's DMK System. This level of solution requires the involvement of a Support Consultant with access to the client's server or on site support.

Level 4: An enhancement or access to available functionality that has not been utilised by the customer and that requires the involvement of a support consultant with access to the client's server.

This solution chain is detailed in a series of Service Level Agreements that clearly define the role and responsibilities at each of the four levels.