Tailored to your requirements
Aptus provides a support service to our customers that can range basic application support through to full service application, infrastructure and help desk. Our customer support arrangements can be underpinned by comprehensive Service Level Agreements. The appropriate level of support depends on a number of factors, such as:
- level of support: user help desk (level 1), application layer (level 2), complete software stack down to operating system (level 3)
- service levels
- hours of coverage
- degree of customisation
- interfaces to 3rd party service providers and software vendors
- the scale of the user population
We offer multiple support channels including email, telephone and online call logging. If necessary we can arrange, subject to customer permission, to remotely access a system for detailed investigation. Our staff has the technical knowledge to liaise with 3rd Party vendors where issues appear to be in underlying software and operating systems. They will work with the vendor to obtain solutions including establishing workarounds and obtaining hot fixes.
However a support request is raised and whatever the cause our processes ensure progress is tracked from initiation to close-out and the customer is kept informed.