Supporting services
easyLog has established and maintained an enviable track record of providing excellent customer service. The company
fully understands the critical importance of providing thorough and knowledgeable support services to its clients and how these ensure
successful implementation and continuing usage of its products. easyLog regards its support, maintenance and training services as
fundamental elements in ensuring the future success of the company through the continued satisfaction of its clients.
easyLog
provides the following support services:
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Telephone: +44 (0)1892 834406
Project management
The easyLog project manager provides the client's principal point of contact with easyLog and carries out a large
number of duties on behalf of the client during the implementation including project initiation, organising software installation
and testing and arranging implementation and training visits.
Implementation
easyLog defines implementation as the project stage
that proves to the client's satisfaction that the component parts of a working solution have been delivered to site following the
installation of all hardware and required cabling.
From this stage, detailed client training can then begin and the objectives
of the client move towards realisation.
Training
easyLog's professional training staff have a thorough knowledge of both the relevant
easyLog product and any interface requirements of the individual client site. The trainer's experience of implementing e-Log+S in
a variety of customer sites ensures that practical understanding is always introduced at an early stage of the training process.
All
training provided by easyLog is tailored to the exact needs and IT skills of the end user.
Software support
easyLog's software support facilities include telephone support during normal working hours through a dedicated 0845
local call charge number. Additional support outside of these hours can be provided subject to availability at extra cost. A software
maintenance contract provides software upgrades to any easyLog written application as new releases are made available.
The company
is also able to provide a remote diagnostics service via a dial up link to the client site. This facility is particularly useful in
aiding the swift diagnosis and correction of any problems.
The easyLog Support Desk operates from 9am to 5.30pm (UK times) during normal working days.
The easyLog Support Team has full
access to the development staff responsible for the individual product. All requests for assistance are logged in a database and reviewed
on a regular basis so that any outstanding actions or requests for additional information from the customer are formalised and documented.
Currently,
over 95% of calls are resolved on the same day.
Hardware maintenance
easyLog operates its hardware maintenance contracts on a
'swap out' basis with a new terminal being sent to site on identification of a faulty unit. This will be delivered by 10am on the
next working day provided easyLog is contacted before 12 noon.
All easyLog hardware is shipped with a minimum of a one-year return
to factory warranty.
