Support
This is only an extract of some quick reference information from your support and maintenance contract. Please refer to your contract for full details of the terms and conditions.
Incident reports or service requests should only be made by your designated support contacts, through the following channels, in order of preference;
E-Submission channels;
- If you have a support request, please e-mail your LanSupport vendor or post your question in our forums. They are monitored by the technical & development teams here at Synergy-Pro and they will be happy to help you.
Phone/Fax
- Fax: +254-020-2724633
- Phone: +254-020-2724630/32
Phone/fax support should be reserved for emergencies or when E-submission is not possible. Please ensure that you get a ticket number for your reference.
- Level l – Emergency (Immediately): An emergency is defined as any problem which renders the software unavailable during a critical usage period.
- Level 2 – High (8 Hours): Problem is impacting several users
- Level 3 – Medium (24 Hours): Problem affects a relatively small number of users but no mission critical operation is impacted
- Level 4 – Low (72 Hours): Problem is causing inconveniences to a relatively a small number of users.
- Service Requests – (To be determined on case by case basis): Service requests are basically anything that is not reported as an Incident.
The stated timelines are our support team goals for the Incident Control process. Obviously individual circumstances may alter the actual completion time:
- Synergy-Pro will provide online support during regular business hours:
Monday - Friday 9:00 a.m. to 5:00 p.m. (Weekends and Public Holidays Excluded)
- On-Site support is only available by prior arrangement and must be expressly included in your contract. Additional charges may apply.
- After hours support may be provided on an on-call basis if included in your contract. Support outside of regular business hours should be on an emergency basis only.