Services
Ensuring continued performance and stability
An adequate support capability is a fundamental requirement for a proper performance of any computerised business management system. As such AutoCoding system offer an all inclusive comprehensive support contract which embraces not only software support but also training and hardware replacement scenarios.
Unlimited Telephone/email support
- Dedicated telephone number
- Prompt connection to experienced engineer’s mobile
- Same day response
- E-mail follow-up
- Out of hours message service
Where applicable it allows the customer to receive support via a “virtual private network connection”. Once established it allows AutoCoding Systems to view the entire installed system remotely and provide diagnostics and corrective action where appropriate.
Unlimited On-site technical support
If remote VPN and/ or telephone support to a trained customer operative cannot fix a problem then ACS will visit
customer premises and provide on-site technical support.
Unlimited software updates to the software
AutoCoding Systems frequently improves the capability of its software and provides these benefits to its
customers via software updates. Typically these take place at the annual health checks.
Hardware support
AutoCoding Systems will repair and/ or replace any piece of hardware within the scope of the Support
Agreement. Where practical, AutoCoding Systems will issue a field replacement unit whilst the original unit is
being repaired.
Next business day shipment of essential stock hardware
(and other third party items)
AutoCoding Systems maintains a stock holding of frequently used parts and third party items applicable to its
scope of supply that can be sent at short or no notice.
Free software/system training
It is important that the customer maintain a knowledgeable workforce with respect to the AutoCoding solution.
This ensures that any support requests to ACS can be addressed as efficiently as possible.
At the beginning of the support year AutoCoding Systems will carry out an application training course for up to six
delegates.
- Technical visits by an experienced AutoCoding Systems engineer.
- Assessment of system performance
- Discussion with key personnel and representatives from the user/ operators
- Audit of database and performance of system housekeeping tasks, as required
- On-site report including recommendations as appropriate for further improvements
- Implementation of relevant updates