| When you work hard, you may need somebody’s help. You want to be sure that there is someone, who will clear your doubts or show you the correct solutions. The purpose of the technical support offered by our company is to help all of our customers in situations, when they feel helpless or the contemporary technical wonders simply fail. We work in such a manner, that the users of our products are never left to themselves. The assumption taken during the designing of our support service system was the full satisfaction of our customers resulting from our assistance, so as the customers would gladly recommend us to others. |
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The IT and logistics experiences collected throughout the years has allowed us to form a large team of experts able to face the most demanding challenges. The basic support services, usually consisting in repairing faults, are no longer sufficient today. The optimal technical support should include the scope of services suitable to the customer’s preferences and the conditions of the given implementation.
Therefore, Quantum’s support services may include the following tasks, exceeding the customary standard service:
- system expansion consulting
- upgrade the software to a newer version of operating system
- unlimited telephone consultation (hot-line)
- supervising the correct operation of the operating system
- supervising the correct operation of the database environment
- guaranteed notification response time
- guaranteed fault repair time
- access to Qsupport application (online tracking of trouble tickets)
- monthly reporting of the QGUAR system condition
- permanent (assigned) support supervisor
- freezing prices for services
- other services related from the specific nature of the given implementation or the customer’s needs, aiming to guarantee the best possible operation of the software
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| Due to the above, Quantum software S.A. offers the highest standard of both warranty and post-warranty support service. Utilizing the strengths of the online service, when the customer submits a trouble notification, we are able to obtain an immediate insight into the respective system modules by means of modem or Internet link and to react efficiently.
For most customers utilizing the comprehensive technical support service package, Quantum assigns a special support supervisor – a person, who knows the specific system version used by the given customer in detail. Such a supervisor is additionally acquainted with the flows of individual logistic processes taking place at this customer’s company. Thus, using the Quantum support service is a consultation with a person who will pick up the phone and speak “the customer’s language”. The service supervisor is also the right person to discuss the system expansion plans or the intent to change the operating installation or to introduce minor extensions.
Additionally, to guarantee that our customers have the current information about the progress of works ordered to the supervisor, Quantum can provide a remote online tool, allowing the customer, on the basis of assigned access passwords, to track the current progress of their trouble tickets.
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