SUPPORT LINE

Tel: 01260 270433

Fault Reporting Procedure

When your call is answered, please give the following information:

  • Name of your organisation
  • Your name
  • Your location (site name)
  • The system affected by the fault
  • Contact Telephone number
  • Brief details of the fault.

The date, time and details of your call will be recorded by CCS support staff along with a description of the action taken and the time and date the call is signed off.

Calls may be dealt with either by phone, remote maintenance (modem) or by a site visit depending on the nature of the fault and your contract type.

In any event, the caller will be notified by CCS when the fault is fixed.

SUPPORT

Cleric Computer Services offers levels of support unrivalled in the software industry – speak to our clients.
CCS offers a range of software support options to meet a clients exact requirements, from low level telephone support to 24 hour 7 day a week arrangements.

Support contracts usually cover Cleric developed applications ie. APTS, FLEETMAN, PTS Online Services, RESPOND-2 etc.

CCS also provides support for MS Windows operating systems and SQL Server.

Currently, 95% of all calls are responded to within 2 minutes and 75% of all calls are signed-off within 20 minutes.

All calls are handled initially through our telephone 'help desk' and monitored through our QA escalation procedures to ensure rapid response and fix times.

STANDARD SUPPORT OPTIONS:

Standard 5 Day
  • Full Cover: Monday-Friday 0900-1700 (excluding Public Holidays).
Standard 5 Day Plus
  • Full Cover: Monday-Friday 0900-1700 (excluding Public Holidays).
  • Emergency Telephone Cover: Monday-Friday 0700-0900 & 1700-2000 (excluding Public Holidays)
  • Emergency Telephone Cover: Saturday, Sunday & Public Holidays 1000-1400.
Standard 24x7
  • Full Cover: Monday-Friday 0900-1700 (excluding Public Holidays).
  • Emergency Telephone Cover: At all other times.

Premium Service Level Agreement (PSLA)
  • Full Cover: Monday-Friday 0900-1700 (excluding Public Holidays).
  • Emergency Telephone Cover: Monday-Friday 0700-0900 & 1700-2000 (excluding Public Holidays)
  • Emergency Telephone Cover: Saturday, Sunday & Public Holidays 1000-1400.
The PSLA offers the same level of cover as existing Standard 5 Day Plus contracts but includes the supply of all new CCS software plus a ‘bank’ of hours to cover client requested changes and services. The PSLA is aimed at clients requiring the latest software functionality and extended service provisions within a defined budget.