SUPPORT SERVICES

A key element in any systems implementation is the level and quality of on-going support.  Metaphorix offer a hotline and field support service that provides dedicated support with varying escalation procedures dependent upon the level of the call.

Standard Maintenance Service

The standard annual service warranty is based on an annual charge calculated on the installed licensed components of software installed. 

This warranty includes:-

• Updates to the current installed version of the software.

• Upgrades to the next version of the software falling within that annual warranty period.

• Basic telephone support for bugs or errors in the software.

Standard Service Warranty commences upon completion of the initial Microsoft Dynamics NAV STANDARD software installation.

Extended Maintenance Service

The extended warranty is based upon an additional annual charge of 18% of the customisation value of the installed components of Mic.  This service provides support and upgradeability for the CUSTOMISED elements of the Navision implementation. 

This warranty includes:-

• Consultancy on upgrading the customisation work, design and development up to a maximum of 2 working days off site within the annual contract period. 

• Basic telephone support for bugs or errors in the customised software.

Extended Service Warranty commences upon the completion of the initial CUSTOMISATION installation.

Telephone support

The Metaphorix Hotline operates 9.00 a.m. to 5.30 p.m. Monday through Friday (excluding bank holidays).  Out of hours support and bank holidays can be provided at additional cost. All calls received are logged on our Navision support system and allocated a call log number.  A call prioritisation service is then operated and all users will be notified of the call status.  The status levels are as follows:-

·         Level A - immediate action needs to be taken due to critical requirement i.e. payroll run, end of month accounts.

·         Level B - urgent action needs to be taken to attempt to fix the problem

·         Level C - not critical to business functioning, but need fast solution to problem

·         Level D - advice/enquiry upon functionality only

We realise how important the smooth running of customer solutions is and how any downtime, no matter how small, can be detrimental to that organisations business.  Hence we have the systems in place to make sure that we act promptly and professionally to any business issue that may arise.

In the majority of cases calls can be dealt with remotely via dial up facilities, we can shadow users, work on live data and often implement fixes in 'real time' with no system down time being required.