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Initial Implementation › |
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Consultancy
Prior to implementation we will provide consultancy
to you on how best to structure your data
and practice information. This will aid data
conversions and the effective use of the system
into the future
Implementation
The time taken to implement Accounts Production
will depend on the size of the site, the server
and workstation setup. Our qualified technicians
will work in tandem with your IT resource
to ensure that the system is implemented to
your satisfaction
Conversions
The amount of data to be converted will depend
on the requirements of the practice, the quality
of the data they currently have and the amount
of time the wish for us to spend on converting
the data.
Relate Software have converted all of the
marketing leading Time & Fees, CRM and
accounts packages. If you happen to have a
less well known package we will review the
quality of the data and outline what can and
cannot be converted.
Training
Our Hands-On training program consists of
one-day courses, which are held on customer
premises to ensure the training is geared
to the individual needs of each practice.
The schedule covers all of the key modules
within the system. Training is spread over
a number of months and is designed in tandem
with the implementation plan allowing our
customers to plan training at convenient times
throughout the project or when new personnel
are appointed.
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Service Promise › |
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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.
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