Support
As a company we pride ourselves in the quality of support provided to our customers. Support for Relate Software products provides for an unlimited number of calls to be made to our support help desk, which is based in Citywest, Co. Dublin. The support desk is manned from 9.00 to 5.30 Monday to Friday by our support team who are fully trained in and dedicated to the Relate Software product suite. Support over weekends or Bank Holidays can be provided by prior arrangement for specific periods at an agreed rate.

Remote diagnostics
We encourage customers to install a set up their servers to allow the use of remote connectivity for remote diagnosis of support queries. In addition, our support team use technologies such as ‘VPN’, which allow the support consultant to take control of application via a secure web connection to troubleshoot and resolve customer queries.

Updates
Access to regular updates and enhancements are provided on a regular basis via a CD containing the latest release and also on an on-going basis via web downloads.

Escalation
Our objective is to resolve 80% of support queries within the duration of the initial contact. All calls are logged on our call tracking system. Where calls are not closed within four hours, they are automatically notified to the support manager and to the operations manager for escalation. In a small minority of cases, we send them on to the Development team should be need arise.