Our technical support team provide assistance and guidance on issues both of simple and highly technical levels all with accounting knowledge. This technical backup service not only provides telephone support but also now with further advances in technology, utilising remote access software provides our team with the ability to remotely access your system with in built security customised to your requirements and carry out any required system diagnostics and fixes as required.
This remote access dial up facility allows us to keep our response times to an absolute minimum and provide our client base with the required level of service that they deserve in maintaining the financial systems that they run.
The range of producst include Payroll, Instant Accounts, Personnel, Winforecast, Job costing, Instant Payroll and Stationery.
All support calls received are logged against your personal system records on our internal support system. These logged calls provide us with an ongoing history of your system and the issues that have been raised and resolved in addition to the standard details that pertain to your system configuration, as well as details of software development installed and the areas of your Accounting system that are affected by these modifications. The logs formulate our extensive knowledge base of solutions to problems and issues that arise and help to provide our entire team with a comprehensive database of support.
Our technical support service falls into three categories of cover:-
Our Gold level of service incorporates full unlimited telephone support between the hours of Monday to Friday 9:00am to 5:30pm, remote diagnostic software and dedicated modem if required providing dial-in access to your system plus 4 quarterly site visits that ensure your system is operating as efficiently as possible with data integrity checks carried out to ensure that your data is intact as well as discussing the advantages of utilising areas of Line100 in other areas of your business.
The Silver level of support provides you again with full unlimited telephone support between the hours of Monday to Friday 9:00am to 5:30pm plus remote diagnostic software and dedicated modem for dial-in access to your system but excludes the onsite quarterly visits.
Finally our Bronze level of service provides purely unlimited telephone support between the hours of Monday to Friday 9:00am to 5:30pm and excludes remote diagnostics and on-site quaterly visits.