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Support
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Business solution users are all around the world - and so is the need to pick up the phone, 24
hours a day from anywhere in the world, to get an issue resolved. OrderWare business solutions are
configured for remote support and maintenance - and to go with this we can provide anything from
standard 40-hour week availability through to 24x7 phone coverage.
Our support line connects you directly to our Implementation Consultants - the people who
implement our solutions in customers globally - so you receive support and advice from people who
know what works, and are aware of your sites and the systems in use.
OrderWare Professional Services offers three optional levels of product support services to
customers. All agreements specify the number of support hours included in the contract, response
times, and hours of service.
Standard Support is for normal business hours with a pre-agreed number of hours of support
provided per month. Extended Support hours is for service outside of normal business
hours, often to a 8am - 8pm window, and may include coverage on Saturdays for some organisations.
Support services are contactable by toll-free numbers in some countries, email and a support
phone number which is manned 24x7.
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Applications Support
In addition to the above levels of Help Desk support, our services are also available 24x7 to
those customers requiring round-the-clock, global support for their operations. We provide
operational support through managing your solutions directly from our support centers.
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Applications Management
Business processes are not static and neither are the solutions that enable them. Using our
application management services we can implement the improvements and changes you need to keep pace
with your business environment and improvement programmes.
OrderWare manages rollout, and rollback, of changes between development, testing and live
production environments.
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Process Design
Core to all of the OrderWare business solutions are business processes. The design of these
processes is the first step in determining how to configure and deploy these solutions - we avoid
the "problem looking for an answer" so common in other systems. First we work with you to look at
the current processes, design the new processes to improve the business to meet your goals, and
then work with you to configure and deploy the business solution most appropriate for you.
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Project Management
Task level planning and monitoring of each project is critical to achieving deployment success.
We can assist you with, or provide, the project management activities to run a smooth project that
meets you budget and schedule goals.
OrderWare operates to a "plan the work and work the plan" approach based around known
methodologies for project management and using the PMI body of knowledge as the foundation for all
project management actions.
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For more information about support please
contact us for more information on the available
support options. |
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