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In addition to these services customer services can provide
technical assistance, charged on a daily basis, for those customers
who would prefer the comfort of a Copperchase support engineer
performing a physical 'health' check of their system.
However,
the team is not just available to help solve any problems that may
arise. Helpful advice on the best Copperchase products, and some
third party products, to meet a customer's requirement is also
available. So if your operational requirement changes, please call
and we will do our best to provide you with cost effective
recommendations and solutions to meet your needs.
TELEPHONE
SUPPORT
Software telephone support is available for
all proprietary Copperchase software. The base level support
contracts available are listed below. However, contracts can be
defined, in collaboration with our customers, to meet their specific
needs.
In the past we have provided levels of support
ranging from a once-a-year-appraisal; to twenty four hour, seven
days-a-week, total support for proprietary software.
Level
One - Monday to Friday - 0900 to1700 (Excluding UK Bank
Holidays).
Level Two - Monday to Sunday - 0900 to
1700 (Excluding UK Bank Holidays)
Level Three -
Monday to Sunday - 24 hours.
(All times quoted are
UK)
This service provides a customer with telephone access to
a Copperchase support engineer - either immediately or by return
call within one hour. The service is intended to provide assistance
to a customer's engineering or operational staff in order to restore
the software to service.
In addition, software updates will be
provided as required.
Out of hours support is provided through
the use of a dedicated mobile telephone number which will connect
the customer to the engineer on call. This number is provided to
customers on receipt of the appropriate signed support contract.
REMOTE DIAGNOSTICS
An
optional addition to the telephone support package; Remote
Diagnostics permits a customer to contact the Copperchase support
team with details of a problem and then enables a Copperchase
engineer to directly access, examine and, wherever possible, correct
problems with the affected system. This should reduce the length of
time that a customer's staff are interrupted from their normal
duties and improve the speed of problem resolving. Where problems
are identified that cannot be corrected remotely, customer staff
will be advised on the actions to be taken. Once these actions have
been completed the remote diagnostics session will be re-established
to confirm that the problem is resolved.
In addition, software
updates can be supplied via this modem connection as well as by
disk. To ensure the customer retains full security over his ATC Data
System this service will only be activated by the customer
initiating the call to Copperchase.
TRAINING
Courses are available for
all Copperchase products. These may be presented either at the
customers site, at Copperchase premises, or at a mutually
convenient venue. Customer's staffs are provided with expert
tuition in the use of the product, enabling them to make the
most of the new equipment, and the customer to maximise and
accelerate return on investment.
Training contracts are
always agreed individually with customers, and are tailored to
meet their specific needs. |
In -House Training
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Above:
Engineering Manager Phil Button and ATE Ron Weaver on a recent
in-house training course at
Copperchase |
Training
on-site in Salalah
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