Support
The successful implementation of an IT system is critical to delivering operational and financial returns.
As a TimeGate customer you will receive:
Product Enhancements
Your license subscription provides you with all product enhancements to the modules you subscribe to at no additional cost. If your modules are delivered as a hosted solution the subscription covers ongoing access to the hosted infrastructure. TimeGate Group is dedicated to improving its software solutions and your feedback will be fed into our development plans.
Member Services
Our website provides an ever expanding set of member services that you will be able to access using a unique username and password. Services include a regular newsletter, FAQs area, online help facility and online support incident tracking system.
System Support
Our solutions are proven in the field but problems do occur. Your subscription provides you with access to our 24 hour remote support facility. Our support service has three levels of cover:
- Standard
You can access our online and telephone helpdesk facility 24x7. Remote assistance during office hours (GMT and excluding bank holidays) is free of charge. Out of hours incidents are charged based upon the time spent responding. - Premium
In addition to the Standard service, you can initiate up to 10 out-of-hours incidents per year at no additional cost - Managed Service
Where we provide a solution on a hosted basis, we endeavour to maintain the central facility 24x7. Any major fault that occurs at our hosted facility will be supported by our support team either remotely or on-site 24x7. Minor faults will be supported during office hours.
