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Supporting you
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Free Telephone and Online support
Telephone and Online support for using Instant Office, or any of the standalone modules, is FREE to users who have completed the training programme for the relevant module.
By the letter of the contract between us FREE support relates only to your use of our software. So it does not cover your PC, Broadband connection, Network or any other software or hardware installed on it.
That is the strict contractual position but if you are not able to work neither of us earns any money so it is in both of our interests to get you up and running as quickly as possible.
A key part of the preparation and Training is to ensure your Go To Team are trained to a high level. Even before you Go Live your Go To Team will be able to resolve a wide range of support issues.
The deal is that all queries (that can’t be resolved by speaking with another Team member) are referred to your Go To Team.
This ensures a speedy resolution and builds up your in-house expertise, which is a good thing.
If is your Go To Team needs our help they call and, if it is an Instant Office issue we will resolve it.
If it is nothing to do with Instant Office we will attempt to effect a quick fix. If this is not possible we will refer you to your local IT support but will be happy to speak with them and pass on our diagnosis.
If it is an emergency or you want us to fix a problem (e.g. a virus infection) we will help but we will bill you for our time at £150 per hour.
Software as a Service creates a different dynamic between us than the traditional “bill and ignore” model operated by some IT suppliers.
Because we share a mutual interest in the health of your business we run initiatives designed to help boost your profitability. Some of these are obvious needs, others we might come up with but most come from you, our partners.
Examples of some current initiatives are:
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Our Mortgage Security Service for legal firms removed from Lender’s panels
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Producing mailshots to clients
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Help on a large project that requires document/information management expertise.
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Designing a web site for you
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Optimising your existing web site
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Training for new staff and existing
That said the transactional charge means we will benefit for the success of any project and we take this future income into account when agreeing figures with you.