Technology updates and upgrades, along with changes to your business, can mean that your software application doesn’t work as well as it once used to. For this reason, it’s important that your software is maintained and supported so that your users continue to gain the maximum benefits from all of the functionality.
Once applications are delivered, we don’t just walk away – we’re in it for the long-term. Even if you’re not an existing DCSL customer, we’ll take on your application or system and provide full, consistent and dedicated support for the remainder of its life.
For existing customers, our support agreements are integrated with the software we provide, so you get full, uninterrupted access to our support organisation from the moment your system is launched, including.
We work to a clear Service Level Agreement (SLA), which means we’re committed to responding to your needs quickly through our in-house front line support team, our developers and our online helpdesk system.
If you’d rather not receive ongoing support from us, we’re still happy to provide a 1 year break-fix warranty.
All support requests are logged in our in-house online helpdesk system and tracked by our dedicated helpdesk support staff. If our support team cannot solve the problem or answer the question immediately, they will escalate the issue to a member of the development or Quality Assurance (QA) team so your problem can be rapidly resolved or your question answered by the relevant in-house expert.
You will be given access to the online helpdesk facility so you can monitor any support requests you have submitted and add detail to them, if required. Our helpdesk is available 9am – 5.30 pm weekdays and is regularly monitored out of hours.
As well as our online helpdesk, you can also get in touch by telephone or via email – whatever’s the most convenient for you.
If you are an existing customer of DCSL Software and looking for support now:
Step 1: Please email firstname.lastname@example.org and provide:
To take a screen shot:
Step 2: If your issue is urgent, please complete step 1, then call us directly on 01252 235422. This course of action should be used if the issue compromises your ability to work, or the working experience of your customers.
If you’re interested in finding out more about how we can deliver first-class application support, give our team a call on 020 3096 6199.