Support

Client support is the most important task of our business as we recognise that without satisfied clients we have no business.

Our support is available around the clock, if required, and we have instituted the ITIL support standards for the delivery and management of support for the products we provide to our clients.  Clients can access our support via a portal, email or a toll-free number with ITIL certified and product certified engineers providing first-line support.

Standard support

Standard support is available during normal business hours, Monday to Friday, with the ability to call on support out of hours (overnight and weekends) the majority of our clients find standard support sufficient for their needs. Access to the client portal allows site administrators to monitor and track the progress of cases.

  • Monday – Friday standard business hours
  • Monitor cases via portal
  • Annual review of support

Extended support

Providing extended hours of cover as well dedicated technical account managers and additional real-time monitoring software, extended support is available for clients who demand a higher level of support for their mission critical business applications.

  • Optional 24 hour cover
  • Dedicated technical account manager
  • Quarterly review of support

Both support packages include access to our client support portal where site administrators can log cases, track the progress of cases or access the knowledge base for self-diagnosis and remediation.

Service levels are defined for both levels of support and monitored, with escalation to senior client and Trinogy personnel, if failure to meet defined SLA times occur.