Day to day assistance
Whenever you encounter an issue, you can contact empath-e Services on +44 (0)345 1368449. Your call will then be logged and, typically, answered within the same telephone call. If the issue is in regard to the server components, we typically have remote access facilities to login to your site and correct the issue.
All customers will have purchased an annual support & maintenance package for the software. However, empath-e Services can augment this with a further program known as Enhanced Support. This enables us to carry out maintenance, integrity checks, optimisations, server support etc. and simple customisations without the need to subscribe to the full consulting process. You can purchase from four levels of increasing service and value to your company. See the brochure for further information and contact us to discuss your individual requirements.
How well do we do?
The majority of incoming calls are closed on the first call, which is a testament to our knowledge and experience. Others require further information and analysis – but we ensure a ticket is not closed until you are completely satisfied or a work-around is found until a defect is fully fixed. Whilst we do maintain statistics, our support process ensures this is results driven – not statistically driven unlike many other companies you may have used.