Support & Maintenance
Once the system has started production use, support arrangements under the agreed SLA become active. Fundamentally, support is managed via a single point of contact model; the client names an administrator who is responsible for internal troubleshooting and problem resolution; should the problem not be able to be resolved internally, the administrator can then raise support requests with Optial.
Optial allocates a Client Engagement Manager (CEM) to each of our customers and this person will then act as the single point of contact with the customer administrator. The Optial CEM will then be responsible for ensuring all support requests are responded to within the SLA and will coordinate Optial's resources to enable problems are resolved and fixed within the required timescale.
Customer Care
We offer personalised solutions, designed to suit customer-specific needs, which include our Optial Customer Care (OCC) self-service web-based customer support system, giving you the capability to log, monitor and view your support requests until their successful resolution. Customers can also access FAQ and technical documentation.
Optial customer care includes:
- Personal one-to-one client engagement consultants
- On-demand and 24 hour, 7 days a week support system
- Train the trainer courses
- FAQ/ Technical support documentation
- Systematic updates for new releases
- Customer-friendly systems
- Knowledgeable staff
The client’s administrator and/or system owner would be given access to the Optial Customer Care (OCC) system, which is available 24x7 for lodgement of support requests. Support requests can also be lodged by telephone, for example if the Optial Customer Care system is unavailable due to planned system maintenance. Support requests are categorised according to type and severity, and are dealt with according to the time targets in the SLA.
Each Incident in OCC is allocated a unique reference number and is managed according to the incident workflow. OCC and support services are provided in English.