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RAD Services: EFACS ERP Support & Maintenance
RAD Software offers a local, dedicated and comprehensive Support service for its EFACS ERP customers. Backed by our technically skilled and highly experienced consultants, we ensure that all of your support issues, however large or small, are resolved quickly and efficiently.
Over the years, RAD has built a nationwide reputation for delivering exceptional support services that are second to none. We take pride in the performance of our support team and we are constantly striving to improve our already superlative support and customer service.
Our integrated support systems allow us to track and record information and statistics in real-time. This in turn, gives us the ability to review, prioritise and resolve outstanding queries and issues in a timely manner. Regular, extensive call analysis allows us to identify and respond to potential knowledge gaps, system and user generated errors, hardware and software conflicts and upcoming challenges that may arise in the short and long term future.
Whether logging a new call or enquiring as to the status of an existing call, the same first-rate systems are in place to make this as smooth a transition as possible for you, from initially raising the support issue to resolving and ultimately closing it..
Helpdesk Support
As part of any Support plan, we provide a proactive and responsive helpdesk that is dedicated to offering you all of the knowledge, functions and tools required to manage and operate your solutions effectively.
Our standby support team can be accessed from 09:00 to 17:00, Monday to Friday:
Tel: +44-141-776-4200 *Option 2
Email: support@rad.co.uk
Whether your raise your issue over the phone or by email we will look to resolve the problem immediately. Where required, we can also provide remote dial-in assistance. Our TeamViewer software allows us to ‘see what you see’ on your monitor which in some cases, allows us to both identify and resolve the issue faster.
RAD Support also extends beyond the dedicated professionals that man the helpdesk. Our consulting staff and the Support desk team regularly collaborate to offer well informed, systematic resolutions to problems.
Enhanced Support Options
If your requirements extend beyond the standard terms of support, RAD will work with you to construct a custom service level agreement specifically for your organisation, subject to availability and agreement. Enhanced Support includes but is not limited to:
- Extended Support hours: A manned helpdesk that will log calls and emails in a specified timeframe outside of the standard helpdesk hours and assist in identifying and responding those calls immediately where possible.
- Phone Based Training: Where staff receive extended walkthroughs and assistance for selected functions and procedures.
- On-Site Consultations: Where one of our trained professionals travels to the physical location of your organisation to resolve either a new or ongoing issue.
