Product Support Overview

Synchronica offers a comprehensive suite of support and maintenance services designed to ensure your product keeps performing to the high levels expected. We provide the resources required to quickly respond to any question, fix any problem, channel your product enhancement requests, and maximize the return on your investment.

We recognize that our customers need both, immediate responses to their support queries and less urgent, but more in-depth assistance during the product lifecycle. We have therefore divided our support offering into two separate areas:

• Self-Support through our web site
• Customer helpdesk manned by dedicated product professionals

Our primary aim is to ensure our products are successfully implemented in your environment and effectively managed throughout their lifetime, ensuring full availability and operability in a timely manner.

We recommend always searching the self-support sections first when you encounter any issue; chances are the resolution is already documented and therefore available immediately.

If you cannot find the answer to your question, then please contact the customer helpdesk. The helpdesk can be accessed by phone, email, and web and is available to all between the office hours.

Your query will be raised in our case tracking system and responded to in line with our service level agreements (SLA). All cases will be assigned a unique case reference number which you should quote when contacting the helpdesk.

Support Levels

We offer two clearly defined levels of support provision that may be flexibly customized to meet any specific support requirement. Support resources include both self-support through our web site and assisted support through our customer helpdesk. Your account manager will advise you on the level of support most appropriate to your requirements.

Support Team

Synchronica's support team comprises of highly skilled product experts providing support from first to third line. Support can be provided up to a 24/7 basis 365 days a year. We do not limit the amount of times you can contact the helpdesk and guarantee that a product expert will always be available to speak to you.

On-Site Support

Remote customer support is included in our standard service offering. Synchronica will provide on-site support on request. On-site support is not included as part of the standard support agreement. For more information, please contact your account manager.