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Support Policy Guidelines Ver 1 0 (2)

Support Policy Guidelines Ver 1 0 (2)

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Published by Roshan naidu

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Published by: Roshan naidu on Jul 14, 2009
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SUPPORT POLICY & GUIDELINESSCOPE OF SUPPORT
The Wings Consultant will provide service related to Wings eBiz Software. The followingare not within the scope of support:
Ø
Hardware related Problems
Ø
Re-training
Ø
 
Commission of any act, which affects the Licensing Key
Ø
Individual requirements which the software doesn't support
Ø
 
Any other issue which violates the Principles of Accounting etc.NOTE: It is the responsibility of the Customer to safeguard the Data and the Software
Handling Support Calls
Any support issue from the Customer should be in writing either by Telephone, FAX ore-mail.Help Desk :FAX:Email :
Wings Support Consultant will acknowledge the request, giving date and probable timewhen support shall be offered, through telephone or e-mail. The support will beprovided on the same day, as far as possible, provided the call is received before 11.00am. Should the call be received after 11:00 am support will be provided either in theevening or on the next day.
Should the client desire change of date, Wings Support should be informed in advance.The Customer should take a fresh date and time for visit. Else it shall be assumed thatthe user is available on the date acknowledged and the visit shall be considered as asingle visit.
Support Call Sheet (three copies) should be filled and signed by the visiting Consultantand the Customer on every visit. The Customer should retain first copy, the Consultantshould retain second copy and the third copy should be sent to the H.O.
New Implementations
Ø
On the date of start of Implementation a full time Operator and infrastructure (Ref:Checklist for details) should be made available at the Customer's office.
Ø
Wings Implementation and Training will be completed within 4 sessions and thesesessions would be scheduled in consultation with customer.
Ø
During the first day of implementation, the Customer should provide informationrelating to Business Flow.
Ø
After successful implementation of the Software a letter (in the specified format) wouldbe provided by the Customer.
Guidelines
We make every effort to resolve the problem as our own. But, be sure to backup your dataprior to doing any significant processing. The ability to restore your database to a point prior tothe occurrence of any problem or error is critical to quickly resolving many problems. Backingup your database only takes a couple of minutes, but it can save your hours of work in theevent of an error or problem.If your problem is minor and does not significantly impact your operation of the system or if 
 
you have a general question, suggestion, recommendation, or comment, please do write to us.If you have a major problem or critical question that is prohibiting use of the system or if youneed an immediate answer, call or fax us as indicated below.
Support from Corporate Office, Hyderabad (in addition to Local Support)
 Web and Telephone support is generally available from Monday to Friday between 9:00 AM to6:00 P.M IST (Holidays excluded).All support calls must be made to Wings eBiz Support @
+91-40-6701 8122/23/24
. Whenseeking Wings support, you should not place calls to any other office extension or request tospeak to any individual by name. This will only delay your receipt of support. Because of thevolume of calls received, you may be asked to leave a message so that the Consultant can getback to you.To facilitate support, when you call, please be ready with the following:
Ø
The release No and resources date of Wings eBiz on which you are working. (Therelease No. appears in the About Window which can be opened by clicking on Help/About Menu option and for resource date go to C:\Wings and check the date of resource.dat)
Ø
Be at your Server computer with the Wings eBiz Software open during your call
Ø
Have a pencil and paper handy.If possible, write out a brief description of your problem and/or your list of questions prior tocalling. When describing your problem, make a note of what you were trying to do, whathappened, any error messages received, and any attempts you made to correct it, and theresults.Please make every effort to keep the call as brief as possible as others may be waiting forservice.
FAX Support
Incoming Fax may be received 24 hours a day - 7 days a week at (040) 23237318. Pleaseaddress the fax to Wings eBiz support. Indicate a return fax number, your name and address,a daytime phone number, a description of the problem and copies of any supporting material.While faxes are received on a 24-hour basis, they are handled only during normal workinghours.
Mail Support
You may write to us, critical processing problems or questions should be handled throughtelephone, fax, or email. We welcome all comments, suggestions and recommendations.All letters are carefully reviewed and all ideas will be considered for future upgrades. Pleaseindicate on your letter if you do not require a response.
e-mail Support
You will get response for your issues reported within one working day if you mail us toWingseBizhelpdesk@wingsinfo.netBut, depending on singularity and difficulty of your questionit may take a bit longer.At times we may ask you send us a copy of your backup files in order to attempt to resolveyour system problem.Please use MS-SQL backup utility to backup all files. Label the CD(s)/DVD(s) with your name,

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