We are committed to providing both you and your business with a range of tailored products and services. This belief extends to our support programme, which is designed to help you gain the most from our software and services.
Our support philosophy centres on careful planning, installation and training. Given that these steps are taken, it is believed that the support requirements will be at a minimum.
Should you need assistance, our team of highly qualified consultants are on hand to get your problem solved as quickly as we can. More than just a helpline, we can help problem solve new issues or requirements that reflect the changing needs of your business.
We put a strong emphasis on consultancy and training to ensure effectiveness of our solutions. The same team of experienced staff that support customers at point of sale continue as the customer support team upon purchase. This approach ensures that our sound understanding of your business objectives, requirements and processes is carried forward and applied throughout the support relationship.
We retain copies of all customer notes and sample data, enabling us to maintain our understanding of your business as accurately as possible. As a result, we are in a position to resolve a range of support queries from basic user knowledge, to solving business based analysis problems and technical support
Our support service is available 9am to 5pm GMT, Monday to Friday, excluding public holidays.
We provide a support service that enables our customers to obtain technical assistance, by phone, Microsoft Teams or email.
Our support team are experienced users of our software and are able to provide advice relating to the access to, or operation of our software and data products. This enables you to swiftly overcome most problems and therefore minimise downtime.
For a PDF copy of our full service level agreement (SLA) please contact us.
We offer a comprehensive range of support services, included as part of your license to one of our software or data products:
In principle, if the software or data supply fails, then it is our responsibility to correct it at our cost.
If there is a change of use, a change of requirement or a change in user, then we will work with you to find the best resolution, which may include additional, chargeable products or services.
We offer periodic development days, either at your offices or our headquarters in Harrogate. We believe that regular contact and face-to-face meetings prove invaluable to building long standing relationships with our customers.
The focus of these sessions is on using your data to meet your business requirements, as quickly as possible. Our aim is to ensure that your solution continues to deliver value and that you maximise the return on your investment.
This process also allows us to develop a thorough understanding of your business and how it evolves over time, giving us the opportunity to recommend new or alternative solutions, act as a sounding board and continue to innovate, keeping our products at the cutting edge of spatial intelligence.
