General recommendations and further explanation of "Support On Demand" hours
General recommendations for using Premium Support Services
Competence center
Exact premium support recommends instating a competence center (also known as a center of excellence) to centralize questions before submitting them to support. By using a competence center your organization ensures the securing and sharing of information and knowledge inside your organization. This reduces the dependency on support and increases the efficiency of your processes. Additionally it helps your organization to control the questions submitted through key users.
Support on site hours
Your included support on demand hours can be used for various activities. You can use this for a dedicated support specialist on site (or remote) to assist in solving complex issues that would otherwise take up valuable time. This may help to improve the resolution time for complex and/or urgent issues significantly. Your SAM can plan the fullfilment of these hours in advance to ensure the availability of the support specialist. If you have specific activities that are not possible by default, please discuss the possibilities with your SAM.
Keeping your software up to date
Premium Support strongly recommends updating your software at least once a year by installing the latest release. Exact is always working on improvement of our various solutions regarding security adjustments, legal changes and functional/technical improvements. Over the course of the year, service pack updates can be installed to fix minor issues. Premium support can assist in performing these updates or install the updates for you through support on demand hours or consultancy. This can either be done on site or via a remote connection. Please discuss the planning of your yearly update with your SAM.
Customer Portal
We offer you 24x7x365 access to our Customer Portal. Through our Customer Portal your company has access to our extensive knowledge base, containing answers to frequently asked questions and various how-to do’s. By using our Customer Portal you have the possibility to log questions, find answers and solve issues during or outside regular office hours.
E-Learning
Through our Customer Portal you can also access a wide range of free E-Learnings. We recommend letting new users follow these online trainings if they are not yet familiar with our products. This is a great way to get to know our solutions and learn how to get the most out of them.
Functional/Technical application manager
We strongly recommend you appoint a functional and technical application manager within your organization that is responsible for the operation, performance and efficiency of the Exact software solution and how it’s embedded within your organization. The functional and technical application managers are a crucial link between your (key) user organization and our Premium Support team.
Support on Demand Hours
The Premium Support agreement includes Support On demand hours. During these hours a Support Expert can visit you on location or work remotely for you. The portfolio of activities that can be performed are listed below and can be delivered in agreement with your SAM. These hours are not meant to be used for consultancy activities. Unless otherwise agreed upon Exact will charge the cost price of traveling and accommodation expenses of the visit. If the activity is provided on location a minimum of 4 hours will be deducted from the Support on Site balance.
On premise support
In order to solve complex or time consuming issues, having a Support Professional on site can be a great tool. Also, if you are going to use the software for the first time, it may be a good idea to have a dedicated Support Professional on site to answer any questions. The Support Professional can either work on your issue exclusively via a remote connection or physically be on site depending on your needs.
Key User Support
By looking at the current way of working and talking to users and key-users the Support Professional will be able to optimize the way Exact Software is being used. The Support Professional can provide a fresh look at the current way of working.
Technical Application Management
The Technical Support Professional checks the databases and looks into options to improve the performance. Back ground jobs are checked and optimized where necessary. In general a check is done in order to optimize how your Exact Software is working from a performance perspective.
Layout & Reporting Service
The Support Professional can provide assistance with issues regarding layouts or reports. This service can be used for small modifications and troubleshooting on an existing layout or report. Creating new layouts/reports or large changes are not part of the support service, but will be offered as consultancy.
Update and Installation
Updating or installing software can be a time consuming activity that requires specific knowledge to perform correctly and quickly. Our Support Professional can assist you with the update of your live or test environment or with the testing process.
Knowledge Management
Knowledge Management offers you the possibility for specific, on-site training or getting new employees up and running. These trainings can be catered to the processes that are important to your company. Please discuss the possibilities with your SAM.
| Main Category: |
Attachments & notes |
Document Type: |
Online help main |
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Security level: |
All - 0 |
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Document ID: |
31.801.638 |
| Assortment: |
Premium Support Contracts
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Date: |
23-02-2024 |
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| Disclaimer |