Support Services related questions

• How is my request processed by the Hot Line ?
• How can we start the Emergency Support program ?
• What is the Emergency Support designed for ?

When you place a request to the Envision Series Hot Line, make sure you include a maximum of information about your problem :

• Location of the problem : what screen / report, module, application, interface, …
• When does it occur : explain precisely what you or what you are trying to do when the problem occurs
• Provide precise examples : what is the org #, employee ID, account #, fund, PO #, … for which you have that problem

If you call, your request will be immediately logged on our tracking tool, and you will be given a reference #. This will be useful for future reference.

If you e-mail your request, you will receive acknowledgement via e-mail within 2 hours (working hours), with your reference #.

As soon as your request is logged on, one of our experts is assigned to it and starts working on it. He / she will certainly use the dial-in line to your system for faster analysis of the problem.

If we do not provide the resolution within 48 hours, we will keep you informed of the reasons why it is taking some time, and what we are currently doing to find the right solution. Although most of the requests are resolved within 24 hours, some specific cases might take longer.

When we find the resolution, we inform you right away, and we change the request status to "resolved". We close the request only after you confirm it is OK, or after 5 days without a new call / e-mail on this subject from you.

Top

 How can we start the Emergency Support program ?

Since it is a fee based service, the Emergency Support requires a "Basic Service Agreement" document to be signed before we can start that program for your organization. It also requires an active maintenance agreement.

The Basic Service Agreement will indicate :

• How to access the Emergency Support service.
• The list of persons from your organization that you entitle to use the service.
• The corresponding fees, conditions of service and billing terms.

Top

 What is the Emergency Support designed for ?

Emergency Support is designed to help you in those critical times when you absolutely need to execute a process, you are stopped, and it is outside the Hot Line hours of operation. The idea is to provide you a quick fix, or a turnaround, so you can resume processing : maybe some parameter needs to be corrected, or some process is not running.

Of course, we provide help on the Envision Series software only, not on your specific hardware or operating system.

However, if we find that there is no quick fix or turnaround for your problem after one hour of active search, we would advise you to wait for normal business hours. Then, our experts would be happy to conduct a full analysis of the situation, as part of the Hot Line service.

Top

Home | Public Sector Solutions | Applications Development Solutions | Applications Migration Solutions | Business Partners

© Copyright 1999 e-Application Solutions Group. All Rights Reserved.
Send site comments or feedback to webmaster