We pride ourselves with the provision of fast, knowledgeable and comprehensive technical support to our clients who use our software.
Full technical support is provided to customised software users who have an active support contract and off-the-shelf CARAT ADVanced software users.
Support Types Provided And Support Hours
The following technical support is provided:-
• Telephone (During office hours*)
• Remote access (During office hours*)
• Email (24/7)
• Program patches (24/7. Released when ready.)
* Office Hours: Mondays to Fridays: 9.00am to 5.00pm, Saturdays: 9.00am to 1.00pm
Duration Of Support Contract
A support contract lasts for 1 year and optionally be renewed on a year-to-year basis.
What Happens When A Support Contract Expires?
When a support contract is due to expire in 30 and 7 days, a reminder will be sent to the user to renew the contract. If the contract expires, all support will end the day after the expiry date but the user can continue to use the software as usual.
Is Adhoc Support Available?
No. It is cumbersome to track adhoc support requests and manage payments for them. An active support contract must be present before technical support is provided.