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Sapphire’s Support team consists of SunSystems and SAP solutions specialists only. Team members must have at least two years experience in either a SunSystems or SAP support or user environment. As it happens, our current team members have a minimum of five years practical experience with either of these applications. In addition, the majority of team members have a business or accounting background so they can relate to the processes, pressures and challenges facing our clients all the time.
Sapphire is different to other channel partners in that its support staff are responsible for only one solution. At Sapphire, we do not, and will not, expect them to support products that fall outside the scope of their specialty.
Support Department Services
Telephone Hotline Support Sapphire customers with valid Support Agreements have unlimited access to the Sapphire Support Desk, Monday to Friday excluding public holidays. It is also possible to obtain 24x7 support.
Support Services Provided with no additional charge.
NETAssist Sapphire can use web based technology to connect to a company’s solution so that problems can be examined and evaluated in real time.
Online Support The Sapphire Online Support system (SOS) allows for 24x7 support issue logging, support call amendment and inquiry.
Knowledgebase 24x7 access to our product knowledgebase via Sapphire Online Support.
Account Reporting Scheduled report delivery - support traffic and status reports via email.
Support Services Provided for a Fee
On-Site Support Sapphire support staff can come to you to investigate and evaluate your issues.
Critical Process Cover Support can be provided at the end of a period, a year, or during system moves etc. This support may be needed outside of the usual business hours.
Replica Data Sapphire can keep a copy of a company’s data at its site(s) to assist with testing as well as with the rapid resolution of support calls.
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© 2010 Sapphire Systems Inc |
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