Software SUPPORT

The department Software SUPPORT consists of a specialised team of operators who provideassistance on software products.
It serves as an initial point of reference for system support on application software with the goal of resolving any critical issues in a timely manner and and optimising the use of solutions for users.

The activities provided by this department are typically part of the services included in your fee.

The department is quick to respond: Support comes to the rescue when you have a problem or need.

The service is available on business days, Monday through Friday, duringoffice hours, excluding public holidays and periods when the company is closed for vacation.

How to access it: Select the “Support Software” web ticket area in the Leviahub Support portal.

The ticket could have the following priorities:

  • Normal: ordinary reports and requests
  • Blocking: Reports and requests that are critical and impede operations
  • Priority (*): Standard or blocking reports and requests where rapid ticket handling is essential (within 1H of submission)

(*) Priority service is an extra option with a charge, as per the Service Charter.
Processing time: Rapid processing of the request and/or report
Typical requests:
  • Resolution of technical software problems
  • Assistance on the use of some specific features
  • Solutions on issues related to the customer’s environment (configurations, compatibility, etc.).
  • Solutions on any anomalies or unexpected results of the software
  • Assistance with any software blocking.

 

WARNING: The following activities are not handled by this department: extended training, extended configuration of the application and its modules, analyses of new implementations, project coordination etc.