Support Services

After successfully going live with IMPACT on time and on budget, the journey has really just begun.

MOMENTUM provides our clients with unrivalled levels of ongoing support and care.

Kinetic have dedicated teams supporting each of our solution areas and all our personnel are fully trained and experienced in the products they are managing. Backed by product managers and experienced consultants we can ensure that any system issues will be resolved quickly and efficiently, neutralising any potential effects on 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

Kinetic see account management as being 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’.

A quarterly or half yearly visit is aimed at discussing the future direction of your systems, reviewing any issues and continuing to gain your return on investment from your solution.

Critical Process Cover

Support cover during period ends, year ends, and system moves etc 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.