Software
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HBP Monpellier Ltd Exchequer Support
department are constantly striving to improve our market leading
levels of software support and customer service.
A Monpellier Software Support Contract allows you access to our dedicated
team of accounting support personnel, who are trained and accredited
by the software authors.
Our Software Support contract provides our clients with practical,
informative help and advice when they need it most and includes
the following:
- Hot-line telephone support
- The ability to log incidents by phone, fax, web,
or e-mail
- An online call-logging database that shows us
your supported
products, system configuration details and call history
- A dedicated network of support servers and workstations
to allow
us to duplicate your operating environment
- An online database of 10 years call incidents
available for review
- All the major manufacturers searchable database
tools
- A fax-back service for common problems and queries
- Seamless hand-over of incidents to other teams
with one shared incident database throughout the company
- A bank of modems and communication equipment to
allow us to
remotely support your system
- The option to remotely control your workstations
so that we can
actually observe any problems first-hand
- Notification of amendments and changes, in legislation
- Technical assistance with upgrades and enhancements
All software support enquiries are logged by the Help Desk and remain
the responsibility of this department until they are complete. The
Support Team is fronted by some of our most experienced team members.
Initially these support consultants usually come from a background
appropriate to the products they support but they then qualify through
the same exams and training as our on-site consultants.
Everyone in the Support department not only has expertise in Exchequer
but also Network Operating Systems such as MS Windows, Novell, Citrix
and Microsoft application software. The progress of all incoming
support calls is continually monitored.
The support department has its own network running all supported
software; this enables a quick and efficient telephone response.
However, in order to provide the quickest possible service, we recommend
that a modem is installed for all Exchequer installations. Modems
allow the Support Department to dial directly into your system (with
password control and customer permission). We can then look at the
system to rectify problems and amend configuration information.
This removes the need for time-consuming telephone conversations
for both parties. It also allows our support team to get to the
heart of the problem, often resolving situations which would require
a site visit and therefore reduces any 'downtime' that may occur.
Where the problem requires more detailed investigation, a copy of
the data may be requested. Often samples of printouts such as invoices
or reports will also be requested; these enable the Support team
to see the results of a problem and assist in solving it quickly
and effectively. If the data is corrupt, we offer you two options.
One is to restore the data from backup prior to the fault and the
second is to attempt to use Data Salvage Utilities. However, this
is very much dependent on the product and the nature of the problem
and we would not guarantee the integrity of the 'fixed' data.
The support team can also offer advice on aspects of the system
operation in order to improve its' use and therefore benefit you
and your organisation.
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