Support and Maintenance

The Synergist support and maintenance facilities have been developed over the past 15 years to ensure clients receive the level of service required for a critical business system.

Support

Support queries are dealt with by our helpdesk which runs from 9am to 5.30pm Mon - Fri. Unlike most IT helpdesks this is staffed by senior members of staff on a rota basis to ensure your questions are answered by an experienced system consultant. This allows us to deal with over 95% of calls immediately without the need to leave clients waiting for call backs.

This also has the advantage of ensuring that the entire team responsible for determining the future development of the system are in regular contact with end users and therefore very aware of the issues that arise.

Queries can be logged by email as well as phone and the helpdesk has a remote access facility that uses browser technology to allow them to control a users machine (initiated by the user) to talk them through any process with which they are not familiar.

Maintenance

All Synergist systems are configured to check for new maintenance releases and if applicable upgrade themselves automatically. This ensures that any bugs that are found can be fixed, tested and the maintenance release sent to all sites automatically overnight. Major versions are released every 6 months and these upgrades are performed in the same manner but only at the request of the client.

The functionality of the new major releases is determined by feedback from the clients, system consultants and sales staff. This ongoing process ensures Synergist is always addressing users evolving requirements, whilst taking advantage of relevant emerging technologies.

This combined support and maintenance facility allows you to focus on your business, confident in the knowledge that the system running it is fully supported and meeting your needs both now and in the future.