ENHANCED SUPPORT
At Geoplan we are committed to providing both you and your business with a range of tailored products and services. This belief extends to our own Enhanced Support Programme which has been initiated to help our customers gain
the most from our software and services. By subscribing to the Enhanced Support Programme you will be able to take advantage of added benefits whilst being confident in the knowledge of having support from our own team of highly qualified consultants.
Geoplan Support Philosophy
In overview the Geoplan support philosophy centres on careful planning, installation and training. Given that those steps are taken, it is believed that support requirements will be at a minimum. In principle, if the software or data supplied fails, then it is our responsibility to correct it at our cost. If there is a change of use, a change in environment, or a change in user, then resolution of issues associated with these changes would be chargeable to the customer.
Support Backbone
We put a strong emphasis on consultancy and training, to ensure effectiveness of the selected solution. 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 the sound understanding of the customer's business objectives, requirements and processes is carried forward and applied throughout the support relationship.
We retain copies of all customer systems and data, such that we can replicate the customers view as accurately as possible. As such 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.
Support Service Level
The support service is available 9.00am to 5.30pm, Monday to Friday, excluding Bank Holidays.
Geoplan provides a support service that enables our customers to obtain technical assistance, by phone or email.
Our support team are experienced users of our software. They are able to provide advice related to the installation or operation of our software and data products. This will enable the customer to swiftly overcome most problems and therefore minimise downtime.
Call for a copy of our service level agreement or view online.
SUBSCRIBE TO ESP AND ENJOY A RANGE OF BENEFITS...
• On-line support
With direct access to one of our experienced consultants Monday - Friday, 9.00am to 5.30pm.
• Technical support
Product fault diagnosis and rectification.
• Data and software updates
You will automatically receive two updates per annum as they become available.
• Personal account team
A regular and consistent point of contact to understand your business needs.
• Site visits
Two visits per annum at intervals to suit your needs from one of our technical consultants designed to keep your skills fresh and develop new ideas.
• User groups
A chance to meet our team of experts and like-minded users, these annual groups feature guest speakers, new product demonstrations, technical tips and discussion groups.
• Support and advice
In the resolution of analysis approaches using the software or data provided.
• Information
Advice on forthcoming new releases of the software and data;
• Product registration
Response code and installation support.
• Product replacement
Where original supply has been lost or damaged. (For details see our service level terms and conditions - pdf 218kb).
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