EPOS Support
You can either choose from one of the support packages below or we can tailor a support package to suit your business needs. Our support desk is manned in the UK with helpful, knowledgeable and friendly staff.
- Platinum Support - 9am - 9pm support seven days a week
- Gold Support - 9am - 9pm telephone support, Monday - Saturday
- Silver Support - 9am - 5.30pm support seven days a week
- Bronze Support - 9am - 5.30pm telephone support, Monday - Saturday
- Copper Support - 9am - 5.30pm telephone support, Monday - Friday
- PAYG (Pay As You Go) Support - 9am - 5.30pm telephone support, Monday - Friday
Levels of support
1st Line Support
1st line support is the initial call from an end user and the logging of a problem or fault. The support personnel would be expected to solve the more basic of problems or queries and basic software functionality questions.
2nd Line Support
Where the support call is beyond the capabilities of the 1st line support personnel, the call would be escalated to 2nd line support. At this level of support all queries regarding functionality of the software should be answered.
3rd Line Support
Where the support call is beyond the capabilities of the 2nd line support personnel, the call would be escalated to 3rd line support. At this level of support all queries regarding the core software code of the applications should be answered and referred back to 2nd Line support.
Service Quality Criteria
- Logging of fault by service Provider : within 1 hour of receipt of Error Report.
- Fault classification : within 2 hours of receipt of Error Report.
Classification Response Time Emergency
def: catastrophic system failure – no available “workaround”
1 business day Critical
def: fault with serious inconvenience to users and causing considerable disruption
2 business day(s) Non-Critical
Def: fault that users can be “workaround” and is not required to be urgently resolved
3 business day(s) “Informational”
def: minimal impact
5 business days
- Supply of work-around solution if available, as soon as practicable to minimise inconvenience to Customer in any event. However it may be that, once a work-around solution is in place, the time required for fault correction exceeds the response times set out at point 2 above.
Support Link
If you have a problem with your system and need us to take a look, you may be asked to download our remote support software. Please use the link below and follow the onscreen instructions.
https://secure.logmein.com/i?l=uk&c=2r8hj1m8e1a110bgrfylqbptlfimkbrt5ihrncwa
