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Our dedicated support desk ensures queries are resolved quickly and efficiently, thereby minimising interruption to your daily operations

Standard Support

We provide a friendly support service to help ensure that your applications are running optimally. First line support includes problem diagnosis and quick remedies. If a software bug is detected, we raise a ticket with the software vendor and manage the case through to resolution.

We take great pride in ensuring our customers are totally satisfied with the solutions we implement. Our team is fully trained and up to date with the latest software releases giving you peace of mind.

Standard support is included in the annual software subscription and support renewal;

  • This covers support for IBM Cognos software from Service Request logging through to all aspects of issue management. Standard software support – ensuring that the software is working correctly – is covered under the support agreement. Where an issue is not included under this agreement, the Support team will pass details to the appropriate department within ICit, providing a full incident resolution package (which may be chargeable).

Not included in Standard Support (See Application Support)

  • Application enhancements: Customer requesting enhancements to functionality will be provided with a quotation for the work requested.
  • System Tuning: archive, maintenance and optimisation tasks are not included. These tasks are generally assumed to be the responsibility of the Customer.

 

Application Support

ICit Application Support is an optional service designed to provide ‘Peace of Mind’ should application issues arise at any point within the life-cycle of an implementation. Skilled technical resource response is guaranteed in accordance with a Service Level Agreement to address application-specific changes or fixes as required. Application Support agreements are tailored to the specific needs of the customer and offer early life support whilst the project team build up their skills.

Cloud Support

Customers who opt for a cloud solution (Software As A Service) may have different support requirements and these may include ICit first line support or direct with the vendor. ICit will discuss the specific support requirements with each customer to maximise system availability and reduce the risk associated with potential planned outages.

Contact Support

Monday to Friday 09:00 – 17:30 GMT

(Excluding Bank Holidays)

Tel: +44 (0)87 1234 1730

Email: support@icitbi.com

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