Support Services | MOMENTUM

After successfully going live with IMPACT  on time and on budget, quality service and support is critical to ensuring organisations maximise the value of the investment and achieve ROI goals.

MOMENTUM provides unrivalled levels of ongoing support and care.

Kinetic’s dedicated teams supporting each solution area are highly experienced and trained, with a number of industry recognised accreditations. Backed by product managers and experienced consultants, Kinetic ensures system issues are resolved quickly and efficiently, minimising the risk associated with business change and ensuring excellent business continuity.

MOMENTUM support service provides our client with two main benefits:

  • The resolution of any day-to-day or operational issues which may occur
  • Continual evaluation of your systems to ensure that it is in line with your current business objectives

Our support services include:

Telephone Hotline Support

As a Kinetic Customer with a valid Support Agreement, you have unlimited access to our Support Desk between the hours of 9:00am to 5:00pm (excluding Public Holidays). There are further options available for 24×7 support. Your Support Agreement also covers the following services for no additional charge:

Remote Access

Remote support can be provided using a terminal server, remote desktop or via web-based technology. This provides Kinetic with the ability for us to investigate and analyse the problem real-time.

It also helps reduce the costs of travel time and allows the support team to provide support anywhere.

Email Support

24/7 support issue logging.

Account Reporting

Scheduled report delivery – support traffic and status reports via email.

Account Management

At Kinetic, account management is an essential part of the continual service to our clients to ensure we continue to understand your business objectives. We do not see this as a ‘selling exercise’.

During a quarterly or half yearly visit, account managers will discuss the future direction of your systems, review any issues and ensure the return on investment objectives are being met.

Critical Process Cover

Kinetic delivers support cover during period ends, year ends, and system moves which may take place outside normal office hours.

Replica Data

Kinetic can hold a copy of your data, updated periodically, at our offices to facilitate testing and timely support call resolution.

To discuss our support services please contact us