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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;

  • Functionality not working: provided that the Customer has not amended the application design (e.g. rules, processes), ICit Support will use reasonable endeavour to resolve the issue under the terms of the Agreement. If the application has been developed further by the customer, then additional cost may ensue.
  • System Performance: if following work done by ICit Support, the customer experiences performance issues then ICit Support will investigate the cause of the problem and endeavour to resolve accordingly.

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 provides early life support (typically 6-12 months) after go live. The Application Support Contract provides for skilled technical assistance to resolve issues that arise from the design or implementation of an application within a technology software environment. In essence, the service is designed to give customers additional “Peace of Mind” as the internal team builds knowledge and expertise of their own.

Application Support contracts are available at additional cost, for further details please contact us.

ICit also offer Application Support contracts. These are “Peace of Mind” arrangements or for clients that have short term resourcing problems and need an expert on call to manage the live application, make changes to functionality and to ensure the system performance is maintained.

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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