A complete implementation and support service is provide by Workbench International and Accredited Workbench Partners.
Product Support
Phone
Email
On-site
Web based/Forums
A web portal is used to record and track all support calls. Customers are required to log their support requests on the portal which is monitored by a full time help desk. Resolutions are despatched via the portal, email or phone depending upon the nature of the issue. Technical assistance is provided through remote login to the customers system or by a site visit if required.
Response priorities are based on the impact the fault is having on running Workbench with critical faults being responded to within 4-8 hours. Less critical items have a response time of 2-3 days.
Training
On site training is provided by a team of experienced Workbench consultants. The training is focused on how each customer wants to use the software to meet their specific business requirements.
Installation
Prior to installing the software an accredited Workbench Consultant will undertake a Scoping review with the customer to determine in specific detail how the software should be configured to best meet the needs of the site. The software is then installed and configured so the on site training can commence in line with the customer’s specific requirements.
Development
Software Development and Customisation of Reports is available on a quoted basis.
Annual Maintenance
As with most modern software applications Workbench continues to be developed and enhanced. Payment of the Annual Maintenance entitles you to receive upgrades to the software as they are made available by the Workbench development team.
Two levels of upgrade provided:
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Patches which generally focus on resolving issues with existing functionality or enhancing existing functionality if it is proving to be impractical. These may be implemented by your system administrator.
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New Releases/Versions which provide enhancements to existing functionality and new features. These will usually involve some configuration and training and are therefore best done by a qualified support consultant.
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