Once your system is up and running we offer a range of support and hosting options, should you need them.
We offer comprehensive and flexible support contracts for customers who use software developed by us and selected third party products. Support covers not only fixing of bugs but also advice and guidance on the configuration and use of the software. We use Zendesk as our issue management system with users able to log support requests by email or via a simple web portal. The web portal allows customers to track the progress of support requests.
We have a dedicated front-line support function where staff will receive support requests and seek to provide an immediate response. Front line support staff have expertise across the full range of our products and are often able to resolve an issue themselves. If this is not the case, the issue is referred to the appropriate development team for a response.
Support is normally available during UK office hours but alternative arrangements can be made if needed. Our service level agreements (SLAs) include criteria for prioritising issues according to severity and also agreed response times. The support portal also includes a help centre which contains product-specific user guides and more detailed technical documentation.
In some cases, the SLA includes a set number of ‘call-off’ days which can be used to provide services outside the normal scope of support. This can include minor customisations, consultancy and training.
Some of our products, such as CIIM, also have a user group. The user group is normally managed by the user community and involves regular (twice yearly in the case of CIIM) meetings where knowledge integration provide information on current and planned developments and users are able to raise any queries and concerns. The user group also provides a useful opportunity for the user community to influence the future development of the product.
We also provide hosting services to our customers. For Lexaurus customers, hosting is provided via the dedicated lexaurus.net domain. See, for example, European Schoolnet’s Vocabulary Bank for Education, which has been hosted by us since 2011.
Hosting services range from setting up a short term ‘stop-gap’ service whilst the customer procures its own long term solution to long term provision. Depending on the needs of the customer, a hosted services might be provided via our own public network (normally only the case of short term provision), a dedicated host in a physical data centre or, increasingly, via cloud based platform such as Amazon Web Services (AWS). We are also able to provide variants on simple hosting such as Software as a Service (SaaS) and Platform as a Service (PaaS).
Please get in touch if you would like further details.