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De Facto Software Ltd.
Epsilon House
West Road
Ransomes Europark

Ipswich
Suffolk
IP3 9FJ
UK
 

01473 276555
 
 

Office Hours



Monday — Friday

 


De Facto Services

Product support

There for you

You can depend on us for support when you need it

Product Support

Overview

We provide a comprehensive support framework that has been refined over 20 years’ experience of supporting many different types of clients and projects

  • Relevant application upgrades keeps your product up-to-date with the very latest technology and functionality
  • Professional and ongoing support from our Client Services team, including qualified chartered accountants for expert business and accounting advice
  • Receive support via telephone or use our Online Support Tool, with options to set priority for queries
  • As required, Client Services staff can work on-site with your team to provide additional Consultancy, Training and Support
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More Detail

Support is provided under a comprehensive support contract that is tailored to suit the client and their required service level. 

 

Upgrades

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.
 

Client Services

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.

 

Telephone Support

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.
 

Support Response

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.

 

Get in touch

Contact us today to discuss your business needs with our software team.
Phone icon  01473 276555
 


 
 
 

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