(Existing Clients please see 'Client Support')

Introduction

The provision of ongoing support services is a key activity within our business and lies at the heart of our excellent client retention record. One Systems Support's clients are very positive about the helpful attitude, knowledge and technical ability of our support team, justifying the substantial investment that we make in delivering our service.

If you are a potential client, you may look for more than just the cheapest solution. Box-shifters and installers fulfill a requirement but to get the quickest return on your investment and to minimise ‘down-time’, reliable support is crucial.

In addition to the telephone-based support, Onesys is also continuing to develop their web-based support service. This is achieved though a combination of updating the Frequently Asked Questions (see our FAQ section) area of the website and the introduction of the On-line Logging Service. This Service provides customers with the ability to log, track progress and close queries that have been raised with the support team.

Software Helpdesk and Support

Our software helpdesk and support team is based at our head office. A full support service is provided for the last two versions of all software sold since 1990 by any of the businesses now within the Onesys Group.

We pride ourselves on our ability to resolve simple support issues and 'how to use' enquiries almost immediately, whilst at the same time managing and monitoring more complex issues through to a timely resolution. Where a support issue relates to a third party product covered under our support contracts we will liaise with the software authors on our client's behalf and keep the client informed as to progress.

We achieve our high standards of performance by ensuring that our support team is well resourced and well trained and that our staff retention rates are high. Client service delivery standards are set by the board and performance is monitored against these.

Hardware Support and Maintenance

Our hardware and networking support team share the same logging and response systems.

When a support issue has not arisen from an equipment fault we can often talk our clients through a resolution to a hardware problem without the need for a site visit. Where a particular support issue requires the input of an engineer from the manufacturer (for example, a failure during the warranty period) then we are pleased to assist in diagnosing the problem and liaising with the manufacturer's support team on our client's behalf.

Where there is a hardware failure, or where there are complex configuration issues to address, our support team will allocate your call to one of our hardware engineers. Our engineers are highly trained, hold various accreditations from our chosen hardware and networking partners and are based around the country. We hold stocks of spares for much of the hardware used by our clients, often allowing us to swap failed equipment without our clients having the inconvenience of waiting for replacements.

Software Security

We are working with NCC Group, a leading provider of Escrow Solutions, to offer our customers the peace of mind of an Escrow Solution. An Escrow Solution is a specialised form of assurance, where any business critical application or material can be securely deposited with NCC Group. We offer this facility in order to demonstrate both our commitment to corporate governance best practice and to building long term relationships with our customers. Please click on the link to find out more about software escrow solutions and NCC Group.