Avant Garde Support Services - Support for Microsoft Dynamics, Support
for Sage Software and Support for Draycir Software
Avant-Garde offers support on an ongoing basis for a broad range of
clients on the solutions we are accredited for.
At present this includes the following;
We offer what we believe to be one of the most comprehensive Sage
support and Microsoft support packages available in the industry. Our
support service includes;
Telephone hotline
Our telephone support package allows for unlimited telephone support
over the contract period of one year. All support calls from clients are
logged and followed up. Unlike many of our competitors we do not work on
a call back basis unless all of our support specialists are on other
calls. Over 75% of support calls are dealt with and cleared immediately
and 95% of calls are cleared within an hour of the initial support call
from the client.
Program updates and service packs
With some of the software packages we provide such as Sage Line 100 and
Microsoft Great Plains we provide program updates within the annual
support contract. When released these are shipped to clients with full
instructions for loading them onto their systems.
Dynamics GP Enhancement plan Benefits
Customers who are supported by us on Microsoft Dynamics GP (Great
Plains) who are enrolled in an enhancement plan receive additional
benefits such as;
- Version Upgrades and Product Updates
- Service Packs and Hot Fixes
- Tax and Regulatory Releases
- CustomerSource - dedicated customer web site
- Online Knowledge Base
- Online Training Content (including E-Learning, training materials
and learning plans)
- Investment Protection (formerly called Transformational Assurance)
- Transition Investment Credit
- Microsoft Support Lifecycle
- Protected List Price
Internet Based Support - Client Machine Access
We are pioneers in the use of internet based remote client access
support, allowing us to connect to any client machine with internet
access and take control as if we were the client user. Our support
clients can show us exactly what they are seeing on their machine and we
can then act directly on the client machine to rectify errors or
instruct as how to proceed. This service has proved very popular with
our clients and helps us to provide the very best level of support to
our customers.
Support By Terminal Services
As a Microsoft Gold Certified Partner we are fully conversant with
Windows terminal services for remotely accessing our clients systems.
This allows our support staff to log into a users system and use it in
exactly the same way as if they were on site. This can be useful for
clients without dedicated IT staff and often avoids the cost of a site
visit by one of our consultants.
Email Support
In some exceptional circumstances it may be necessary for our
programmers to examine a client's data files in greater detail than can
be carried out over the phone. For this reason we will accept client
data files via email, work out a solution and email the modified data
back to them.
Technical Email
On a regular basis Avant-Garde will email all clients with latest news
on products including technical tips. This also proves a useful medium
for making users aware of any potential problems before they cause any
disruption to their operations.
Accounting Utilities
All clients with a Sage Line 100 support contract are also entitled to
use our accounting utilities module
that provides additional functionality to Line 100.
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