We offer different levels of support to provide a more tailored approach to supporting SunSystems implementations.
We focus on providing a personal support service to our customers by providing access to local specialists. Local support professionals are familiar with local business practices, which can be key to identifying the nature of your support issue quickly. They can also discuss your query with you in your own language.
Link this with a global helpdesk network and you have the best of both worlds - local support with global coverage and centralized backup.
Enterprise and Enterprise Global support cater for customers with multiple implementations of SunSystems across different regions. Using our global network of helpdesks, we can provide support coordination across these regions, giving each location access to a local helpdesk.
The support levels below are designed for users with the following requirements. For full details, please download our Support fact sheets in the Demos & Downloads section.
SunSystems Support - A comprehensive support and maintenance agreement for customers with standalone implementations of SunSystems, or multiple implementations which operate autonomously.
SunSystems Enterprise Support - An extended support and maintenance agreement for customers with SunSystems implementations across multiple locations. Enterprise Support provides personalized, local support at individual locations, reinforced by a regional support team delivering product expertise and support coordination for the management and escalation of issues.
SunSystems Enterprise Global Support - A premium support and maintenance agreement for customers who require support and coordination for their SunSystems applications globally. Enterprise Global Support provides personalized, local support at individual locations, reinforced by regional and central support teams delivering product expertise and coordination. Users in different time zones can access a local helpdesk during their own working hours as well as out-of-hours support from other helpdesks when they need it. A Support Account manager is also assigned to you for proactive personalized advice on the implementation, and to ensure that knowledge of your solution is held at the central support location, in readiness for providing a prompt service to queries and issues.
SunSystems Support Matrix
Outlined below is a summary of the services each support level provides.
A comprehensive support and maintenance agreement for customers with standalone implementations of SunSystems, or multiple implementations which operate autonomously. This is the entry level of SunSystems support, which provides support from a nominated helpdesk, free upgrades to the product and access to any Service Packs.
With your SunSystems Support agreement, you can take advantage of a local support relationship with a nominated SunSystems support desk, using two named contacts from your organization. Named contacts will be responsible for logging queries with the helpdesk. By channeling problems in this way, the development of knowledge and experience by your SunSystems team is improved. The end result is that solutions are obtained faster, either because your named contacts have immediate access to them, or simply because they are discussing issues with SunSystems at a more experienced level.
Commitment to customer service
We pride ourselves on being able to offer a prompt response to customer queries - where possible we will attempt to resolve your question on your first call.
Our local helpdesks are familiar with local business practices in relation to SunSystems and therefore are able to answer your queries quickly.
Our support analysts have access to a global support database, which provides them with the most up to date product and technical information to assist in resolving your call. We also work to global service levels in order to ensure continuity to our customers across all of our locations.
Our customer support service has been defined based upon over 20 years of experience. We operate a 3-step system allowing us to combine personalized service with access to global product expertise. The process works using the following steps:
First step - the response center or local helpdesk takes the initial call from you and attempts to provide an immediate solution after recording and analyzing the problem. Calls can be logged via the telephone, email, fax or our website.
Second step - issues escalated from the first step go to our solutions teams. Each team is formed from functional specialists who are dedicated to identifying solutions.
Third step - our international support center investigates issues raised as potential software faults or where the solution team needs guidance from their R&D product advocates. Operating as a dedicated team, R&D analysts work on resolving and fixing potential software faults in order to provide a response to you as rapidly as possible. In most cases the updates will be made available in the next Service Pack.
In addition to using our telephone support, you may choose to find an answer to a question by using our Customer Support Online service - query our knowledgebase and Frequently Asked Questions or submit a support request via the web.
SunSystems Enterprise Support
An extended support and maintenance agreement for customers with SunSystems implementations installed across multiple locations. Enterprise Support provides personalized, local support at individual locations, reinforced by a central support team delivering product expertise and support coordination for the management and escalation of issues.
In addition to all of the services provided with SunSystems Support, Enterprise Support customers have access to two helpdesks within the SunSystems support network, with the option to include more. This flexibility gives your different SunSystems sites the option to call a nominated local helpdesk rather than the central support location from where the service is coordinated. Local helpdesk support provides a personalized support in their local language, in their own time zone as well as access to local resources and business know how. All factors that deliver an improved customer service and assist in resolving any issues as quickly and painlessly as possible. Each customer is assigned a support coordinator who oversees the process across all nominated locations and escalates and communicates issues as appropriate.
SunSystems Enterprise Global Support
A premium support and maintenance agreement for customers that require support and coordination for their global implementations of SunSystems solutions. Enterprise Global Support provides personalized, local support at individual locations, reinforced by central support teams delivering product expertise and coordination for the management and escalation of issues.
SunSystems Enterprise Support provides users across different time zones with access to a local helpdesk during their own working hours, as well as the ability to receive support from other helpdesks outside of normal working hours.
In addition to all the services provided with SunSystems Support, Enterprise Global Support customers have access to the SunSystems support super center, plus up to four additional local helpdesks.
Local helpdesk support provides a personalized support to remote users in their local language, in their own time zone as well as access to local resources and business know how. All factors that deliver an improved customer service and assist in resolving any issues as quickly and painlessly as possible.
24-hour coverage is available via our network of helpdesks linked via our Global Support System for support issues, so that a named user can log an issue at any time of the day or night and receive the same priority level of service in keeping with an agreement of this nature.
A named Support Account Manager is assigned to each Enterprise Global customer. This role enables proactive assessment of your support process, the system and any logged issues on a regular basis. As the key point of contact for the escalation and management of issues across all nominated locations, the Support Account Manager will ensure that reported incidents receive priority treatment and that the outcome is applied across all sites as necessary.
SunSystems Support Network
The SunSystems Support network is an infrastructure consisting of local support desks situated in over 70 countries, backed up by central support teams of product expertise. The local support desks may be either SunSystems offices or those of our channel partners. Local knowledge with access to centralized product expertise.
Your nominated help desk is your single point of contact for all support issues. This ensures that you receive friendly service from a local team with local knowledge, with the reassurance associated with the backing of a larger global support infrastructure. Customers with Enterprise or Enterprise Global Support can nominate more than one helpdesk in the SunSystems Support network, to allow their end users access to a local help desk which may be different to their central support location.
Named customer contacts
For SunSystems 5, we have introduced a named contact policy to channel implementation familiarity through key named individuals at your customer site. These named contacts are responsible for communicating issues to their SunSystems support desk. By directing issues in this way, a relationship of knowledge building, security and experience can be established between the contacts and the SunSystems helpdesk team. The end result is that solutions are obtained faster, either because the issue is already known to the named contacts, or simply because they are able to discuss situations with our specialists at a more experienced level.
Remote Connection is an efficient method of exploring your issues accurately without having to try and recreate them on a separate system, or having to request timely downloads. It uses industry standard web-based technology, which is totally secure, as you only give the consultant permission to see your SunSystems application as part of an active session. With no software installations or hardware requirements, a support consultant initiates a web-based session with the user, allowing the consultant to remotely connect to their desktop. All communication is performed via a browser using existing firewall security, so there is no need for IT staff to become involved.
Your SunSystems support coordinator is a service included as part of the Enterprise Support agreement with SunSystems. The coordinator is your single point of contact for the escalation and management of issues across all your SunSystems locations. This can be a challenging task when your locations are in different countries and in different time zones. Our coordinator removes the burden by supervising all issues and alerting you of the successful outcome. By having an assigned coordinator, you benefit from the acquired personal knowledge he/she gains of your organization. They can deliver a more tailored service to your users by understanding your requirements and promptly reacting to your requests.