ProcessFlows operates an Expert Support Program with multiple phone line service to ensure full coverage and resource availability. We offer several types of annually renewable contracts covering both hardware and software.
All customers will receive support for 30 days from initial installation. The full term of support, normally 12 months, will become valid on payment of the Support Agreement, which should be purchased at time of original order. If a contract is not purchased then support is not available. If the contract lapses and renewal is requested, this can be achieved with an upgrade pack. This will require a site visit to upgrade the installation to the current software version, and a site Health check. On completion a new contract can commence.
All Hardware supplied carries a 12 Month Warranty. During the initial twelve months following installation ProcessFlows provides a replacement item to be delivered on the next working day if the call is logged and failure accepted by 12:00 Noon.
Between the hours of 0830 and 1800 Monday to Friday (excluding English statutory holidays) we will:
a) Accept telephone support calls from authorised trained personnel who quote the Software support agreement number in respect of the products and their individual ProcessFlows Product Administrator Certificate Reference.
b) Log all incoming fault calls, and respond to them as soon as is reasonably possible.
c) Use best endeavours to resolve problems by means of telephone support.
d) Where the fault can be resolved by a currently available service pack of the Software, the service pack will be immediately dispatched by first class post, or where possible emailed. If however the Customer requires a major software update, then we reserve the right to charge for such an update at the current published prices. Where it is agreed between the Customer and ProcessFlows that the problem may only be resolved by an onsite visit, this will be chargeable at our prevailing rate.
Each call placed on this service will be charged at ProcessFlows’ published price. This Support plan may only be purchased in addition to Software Protection or Software Protection Plus Support Plans. We will supply a 24 Hour Support service as follows:
a) Provide the Customer with a 24 hour telephone logging service. This telephone number should only be called outside of the hours covered by the Standard Support Plan. ProcessFlows will make every effort to ensure that this service is available 24 hours a day, 365 days a year. In the event of planned downtime, we will notify the Customer in advance and where possible make an alternative system available.
b) Respond to the Customer’s recorded message within one hour of the call being placed.
c) Use best endeavors to resolve the Customers problems by means of telephone support.
d) Where the fault can be resolved by a currently available service pack of the Software, the service pack will be dispatched by first class post on the next working day. If however the Customer requires a major software update, then we reserve the right to charge for such an update at the current published prices.
e) Where it is agreed between the Customer and ProcessFlows that the problem may only be resolved by an onsite visit, this will be chargeable at our prevailing rate. Onsite visits will only take place between the hours of 0830 and 1800 Monday to Friday (excluding statutory holidays).
In addition to Standard Support and 24 Hour Support, ProcessFlows offer Onsite Support. This support plan may only be purchased in addition to Standard, Software Protection or Software Protection Plus support plans. We will provide the following services:
Where it is agreed between the Customer and ProcessFlows that a problem duly reported in accordance with the terms of Standard Support may only be resolved by an onsite visit, then this will not incur a charge.
Software Protection is an additional upgrade to the Standard Support contract and offers the same services as the Standard Support Plan but also includes free of charge major software updates (excluding the RightFax document management connectors, PCDOCS or SAP integration modules) within the contract period. However, Software Protection contract rates do not include onsite installation of upgrades.
Software Protection Plus offers the same benefits as Software Protection but also includes a one day free onsite technical consultancy or training day. This day may be taken at any time throughout the term of the contract and of course could be used for upgrading the system. Please note that 10 working days notice is required for onsite visits.
System Assurance provides an extra step of support for your complete software solution and protects your investment by including; installation of upgrades as they become available, health checks to ensure your investment is running to its best potential and training days to inform your administrators all about the latest features within the software upgrades and how they will work with your current system.
To learn more or discuss your requirements please contact us +44 (0)1962 835053, or email firstname.lastname@example.org.
13th March 2018
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