

Support and Maintenance
Our separate support organization has the procedures and the discipline to manage large systems. Our support team is by design work as a separate group from our development organization.
Work is managed using a format task management process. Work is categorized into the following structure. Clients have the flexibility to chose the support level based on their business needs. The support team works with the client to agree on a Service Level Agreement (SLA).


The SLA covers:
Service Quality Parameters
Support Services
Complaint Logging
Escalation Process and Response Time
Turnaround Time
Support Services
Security - Level 1 issues

















System failure

















Inability to close the end of day sale

















Inability to run the system at the start of the day

















Fail to reconcile

















Printer issues

















Bar code scanning issues

















Hardware issues
Security - Level 2 issues

















Data error

















Report error

















Form fill error

















Training gap
Security - Level 3 issues

















System setup issues

















Configuration issues

















User roles/rights management issues

















Screen configuration

















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