Upon release to production, ongoing support and service will be managed by our dedicated Support and Client Service teams.
Additional details about each team are provided below:
Client Service Management
Each Client Service manager (CSM) will:
- Conduct a regular meeting to ensure that Support and Service Delivery standards are met
- Coordinate the Change Requests being logged through our Support desk
- Ensure your details remain updated within our CRM system so we know who to speak to for which matters
- Be the escalation point for high priority Support issues
Support Team
If you have a support query or discover an incident, please contact our support team using [email protected]. Ideally, your email should provide the following information:
- Date & time of incident
- A contact name for follow-up
- Your incident classification (Critical, Major, Minor)
- A description of incident
- A description of impact to service
- The user details/URL used to access the Product and Service when the Incident occurred
- An Indication of how to reproduce the Incident
- Screenshots/other information you feel would be helpful to us in resolving the Incident
BAU Teams
We have a dedicated team of professionals who will ensure that all incidents and Change Requests are handled in a proficient manner. Our teams are structured according to the type of service required (Document Production and/or Digital Services) so as to ensure we attain high quality standards.