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If you have a contract with AbbiTek CALL 0845 262 0020 - Select 'support' 

If you do not have a contract with AbbiTekCall 0 8000 195 497
  

Introduction

All solutions supplied by AbbiTek are optionally backed via a choice of support & maintenance packages. Our support specialists are fully accredited, and backed by our business partners. We are also able to tailor support packages to include third party systems, networks and software.  

Our support back office and call logging systems use Microsoft CRM and we have direct links into knowledge bases held both locally and remotely when required.

We provide:

• Optional 24/7 service coverage
• Remote diagnostics
• Escalation in compliance with ISO 9002
• Service level agreements – standard format or tailored. 
• Project planning Implementation and Management to PrinceII methodology.
• System Acceptance Testing, Training & Handover

HelpDesk

AbbiTek provides a 24-hour help desk facility for fault reporting. Outside of our standard office hours all calls are directed to our menu driven customer support desk. Business critical calls received outside normal office hours are either prioritised for attention next working day, or diverted to a technician on call, depending upon service level agreement.

Our sophisticated CRM system will handle and track the call through from first contact to completion, to minimize the resolution time.

AbbiTek, where appropriate will liaise with 3rd party organisations to expedite early resolution of the problem.

Irrespective of the level of cover contracted, in the event of a business critical or major failure reported during business hours, AbbiTek will make every effort to provide an on-site, or remote response within four working hours. Below is an illustration of our customer services structure, which covers pre and post-sales services from initial consultancy / advice to system design (where required) through installation / implementation, sign -off and ongoing customer care.

Standard Business Hours Cover 08.30 – 18.00. 24 / 7 Support is Optional.

Customer Support

AbbiTek operates a preventative maintenance policy which is based upon regular checks on system performance, integrity and security. On all but the smallest installations, a minimum an annual system  check either carried out remotely or via a site visit is considered mandatory. This is backed by scheduled software updates as and when required. All supported systems are not allowed to fall more than 2 software releases behind current. For EDM installations 12 months application support is provided FOC. On larger installations, custom support is the norm. 

We offer customer support packages on all systems supplied, and would be pleased to discuss takeover of existing Document Management IT,and Telecoms systems contracts.

Training

AbbiTek are committed to helping our clients maximise the benefit of our solutions. Depending upon the type of solution deployed we will normally include training as an integral part of our proposal.
Here at offices near Horsham, we have modern well equipped demonstration and training facilities able to support small groups. We also have access to our business partners facilities when required, and can offer on-site training, enabling us to cover all requirements.