Support

Support when you need it

At Afresh Consult, we believe in good customer relations through ongoing support. Through our accreditation as certified installers, certified trainers and our direct access to certified programmers, we have all that it takes to help you make the most of your system.

A comprehensive and advanced international support infrastructure has been built by Afresh to ensure our customers enjoy the levels of support they demand.

Support Methodology

The first level of support is to our South African office by logging a support request online or by telephone, Skype or e-mail.

Our support desk will establish the severity of the support issue and accurately describe the problem. Should the support desk be unable to resolve the issue immediately, the issue is assigned to the closest consultant to attend to the issue at your premises or via remote support. This support consultant would typically be based within the country of installation.

Support Agreements

Afresh’s support offerings include services to ensure continued availability of your systems; these include annual health checks, year end preparation and version management. On a regular basis you will receive a report as to the number of reported incidences and the times to repair.

Incorporated in the Afresh Support Agreement are offerings specifically designed to intercept potential failures before they occur. This is facilitated through a full-cycle change management process; planned site inspections, system reviews, year-end preparation, version and service pack management as described in the Support Agreement.

If the deployment of your systems constitutes business critical applications where business will be severely impacted should systems become non-available for any reason, we recommend that you should enter into a Service Level Agreement with us over and above the support agreement.

This unique and tailored offering ensures that system availability and response times are measured to ensure target availability and response times are met. Penalties will accrue should Afresh not meet the Service Level demanded by you.

Benefits of logging a support call

• Priority attention within targeted and measured timeframes
• Reduced support rates
• Telephonic access to our Service Centre
• Telephonic access to our numerous Product Specialist services
• Remote web support (requires specific software supplied separately & bandwidth availability)
• Free web based training sessions – held periodically
• Software upgrade notification
• Software Assurance monitoring and error correction
• Call logging, escalations and reports