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Support and Cover

Within the first twelve months after installation telephone and remote support is included.  We are available between 09:00 and 17:00 hours Monday to Friday excluding bank holidays.

After the first twelve months have elapsed support becomes chargable per year, paid in advance.

Telephone Support

Perhaps you would like assistance setting up a new user, or simply want assistance on an aspect of STOCK+ you are not sure about.  This is where telephone support can be very useful, it's immediate and because we developed the software, for most queries we're able to provide a quick and easy solution immediately.

Remote Support

If you are experiancing an issue which is difficult to explain, or if perhaps our helpdesk need to 'see' a problem first hand, then our remote support becomes invaluable.  We use the latest remote support technology to ensure that updates and support issues are resolved quickly and with minimal impact to your business.

Remote support uses a secure VPN Channel over the internet, or an encrypted HTTP connection and accesses only the Core Server.  This maintaining the security of your network

Because we don't have to send an engineer to travel to your premises it means we can react much more quickly, and keep down the cost of call outs.

Requirements for Remote Support Cover
  • Always-on Internet connection i.e. Broadband
  • On-site contact name
  • IT Contact if the company's computer systems are externally maintained
Software Updates

Sage release a new version of their software every year, and will often provide 'patches' or 'fixes' to mend issues which have been found after their software has been released.  This means that third-party add-ons (or Additions in Sage parlance) won't work with the changed Sage software until they are updated.  We provide updates to our support customers so that they can use the latest Sage software.

Please note that in some instances a new version of Sage may contain features which take time to test and integrate into our software.  Therefore we reserve the right to release our updates when they are ready ad have been thoroughly tested.  We recommend that our customer contact us before upgrading their Sage software

 


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