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 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.
24/7 support issue logging.
Scheduled report delivery – support traffic and status reports via email.
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.
Kinetic can hold a copy of your data, updated periodically, at our offices to facilitate testing and timely support call resolution.