Khaos Control multi channel mail order software customer support services

Software update procedures:

• Software updates are usually delivered via our secure, dedicated, support web site.

• Any database changes are processed through our special 'Changelog' application, which updates the tables and data within your database.

• When ready, the new software can be installed, firstly into a test environment and then into 'live' was approved.
  

• Updates are made available as required, e.g., to add a new feature or to correct a problem; updating could therefore occur at any time.

• In any event, we encourage users to upgrade once a year

Software Support services provided:

Keystone Software offers a comprehensive support service the aim of which is to assist Customers to achieve a consistent and satisfactory level of processing using the supported software. This section outlines the services offered by the support desk and the procedures we have implemented in order to achieve this aim.

1. Software Support

Keystone Software will provide telephone support for Khaos Control under Microsoft Windows environments. Response times (estimated targets depending on the complexity of the call) for support calls are detailed in a formal Service Level Agreement agreed at the time of contract.

2. Service Desk

Keystone Software support operates a Service Desk at its offices from 9am to 5pm on normal English working days, providing a point of contact for any problems or queries, which may arise. All reported problems or requests for advice, equipment, system software installations or updates, form the basis of a 'call'. Support calls may be made via our email address, support@keystonesoftware.co.uk, by telephone (during our normal support hours), fax or answer phone.

3. Audit

All 'calls' will be recorded and tracked for audit purposes in our in-house time logging system. A unique 'ticket' reference will be created for each call.

4. Resolution Time

An estimated resolution time will be provided for any calls, if requested by the user, and any variations from agreed service levels will be explained.

5. Remote control and file transfers

Remote Desktop, VNC or PC Anywhere allows us to connect into customer computers to take control of a customer's computer so that queries can be assessed and maintenance can be performed. This software forms an integral part of the support process. Updates to software will be done using our own update utility, which will download the update files from our web site and apply them to a customer's computer system.

6. Fixing problems

Problem fixing is covered within the support agreement. Reports will be noted and fixed in order of severity and other scheduling issues. Once a problem is fixed a new version of the program uploaded to our web site so that it can be downloaded to the customer's computer using our in-house update utility. There may be situations were customers feel that certain sections of the system should work in certain ways, and therefore feel that we should make those sections work to their satisfaction using their support agreement. In these situations we will decide how the system should work and will decide when something is an error and should be treated as support work. Response time for fixing will be proportional to the severity of the problem. For example, if the system is preventing you from processing orders, then this will receive top priority and will be dealt with urgently.