Services
Online Support
Support Overview
Excel in Business is fanatical about providing excellent customer service and prompt resolution to any and all defects in any product within it’s A La Carte software range.
To ensure all defects, bugs or enhancement information is captured correctly, escalated and resolved efficiently, we operate an internet based logging and monitoring system.
Our standard support escalation procedure is as follows:
- Access to the Customer Support and Partner Support Portals provides many self help movies to common tasks / procedures surrounding the usage of our A La Carte products.
In addition, a knowledge base is provided for assistance with existing known problems or bugs. This should be the start point for any resolutions to problems prior to raising a support case.
- All product defects or issues should then be logged by each Customer or Business Partner using Excel in Business’s
Raise Support Case online form.
This is the ONLY way we are able to start analysing any issue.
- Excel in Business will make a provisional analysis and endeavour to replicate and where possible solve or provide a workaround to the problem within 24 hours (excluding weekends)
- Excel in Business will contact the Customer and where necessary access the Customer’s application remotely over the internet to speed up resolution times for more complex issues.
- Each Customer and Business Partner will be able to track resolutions to issues they have raised plus others from their organisation have raised using the Customer Support and Partner Support Portals.
- If the Customer’s application is required in totality, Excel in Business will provide a Customer with its FTP Support Site to transfer appropriate files / backups.
- Bug fixes will be tested thoroughly at Excel in Business’s offices before any patch or update is provided to the Customer. In all cases, we will endeavour to provide some form of rectification within 72 hours (excluding weekends).
Here’s what some of our Customers have experienced:
For a full list of quotes and Customer experiences of our Products and Services please download or view the Powerpoint below:
A La Carte Customer Quotes