Application support is provided both on-site as well as off-site depending on your specific requirements. In most cases, we employ an exact copy of your application within our own development and test environments, enabling us to pro-actively test and apply application upgrades, conduct problem assessments and provide timeous resolutions.
Our support services are customer-specific and is governed by the terms and conditions contained in the relevant Service Level Agreement(SLA). Generally speaking, we provide the following support mechanisms to our clients:
- 4C Support Portal Access
- Telephone and Email Support
- Onsite preventative maintenance
- Call-out procedures
- Monthly reporting
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B-Day |
Monday to Friday, inclusive of Mondays and Fridays, but excluding officially promulgated public holidays that fall on or between a Monday and Friday. |
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B-Hours |
“Normal” hours of work and shall mean 08H00 to 17H00, Monday to Friday on a business day, GMT+2 |
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A-hours |
Shall refer to Saturdays, Sundays, and officially promulgated public holidays and the hours between 17H00 and 08H00 on business days. |