Support Services
Sapphire’s Support team is
staffed entirely with SunSystems and SAP solutions specialists. A
pre-requisite to join the Sapphire Support Team, is a minimum of 2
years experience in either a SunSystems or SAP support or user
environment (although we can currently boast that no one in our team
has less than 5 years practical experience in either of these
solutions!). Additionally, most of the team have a business or
accountancy qualification - meaning they’ll understand the
processes, pressures and challenges that you are faced with on a
daily basis!
Unlike many other channel
partners our support staff only support one solution – we don't, and
never will, ask them to support any other products other than those
associated with their specialism.
Services Provided by our
Support Department include:
Telephone Hotline Support
As a Sapphire Customer
with a valid Support Agreement, you get unlimited access to
the Sapphire Support Desk for 17 continuous hours per day (excluding
Bank Holidays). There are further options available for 24x7
support. Your Support Contract Agreement also covers the following
services for no additional charge:
NETAssist
Sapphire can connect to
your application via web-based technology – this gives us the
opportunity to investigate and analyse the problem real-time.
Online
Support
24x7 support issue
logging, support call amendment and inquiry via the Sapphire Online
Support system (SOS)
Knowledgebase
24x7 access to our product
knowledgebase via Sapphire Online Support.
Account
Reporting
Scheduled report delivery
- support traffic and status reports via email.
The following services are
also available on a chargeable basis:
On-Site
Support
We can provide
your company with on-site investigation and analysis.
Critical Process Cover
Support cover during
period ends, year ends, system moves etc which may take place
outside normal office hours.
Replica
Data
We can hold a copy of your
data held at Sapphire to facilitate testing and speedy support call
resolution.
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