De Facto® provides a comprehensive support framework that has been refined over 20 years’ experience of supporting many different types of clients and projects. Support is provided under a comprehensive support contract that is tailored to suit the client and their required service level.
Relevant application upgrades are provided within support contracts. ERP modules may be upgraded to new versions when available with minor updates available if required. This keeps the product up to date with the latest technology and functionality.
De Facto’s experienced Client Services team provides professional and ongoing support. The team has both technical and application expertise and includes qualified chartered accountants for expert business and accounting advice.
Online Support Tool
Support Events can be logged by clients directly onto De Facto’s Online Support Tool, setting their own priority. This is menu driven with clients having visibility of all open and closed Events, including updates made by the Client Services team during Support Response.
Support Events can also be raised by calling the Client Services team and these will be answered directly by real people who will also respond to your emails.
All Support Events are subject to an immediate assessment and will be handled within a Service Level Agreement (SLA) based on priority level. Events are analysed to understand requirements and solutions provided with client confirmation. As Events are dealt with, all activity is logged in the Online Support Tool to keep you informed of progress in real-time. Most Events are dealt with by accessing client’s systems. A Client Services team member may also create a session to remotely 'share a screen' with a client.
On-site Support and Reviews
De Facto Client Services staff will work on-site with your team to provide additional Consultancy, Training and Support. Where required, they can also perfrom regular reviews on-site with the Project team.
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