After their project has gone live, clients usually require some degree of ongoing support for the new system, particularly for the first three months.
Open Door Technology staff are available for onsite and remote assistance. The use of state-of-the-art support tools such as GoToAssist allow “hands-on” support to be provided from any location where there is Internet access. Many clients provide remote access through the use of Citrix or Terminal Server, which acts as a reliable and low-cost means of allowing our staff to review and fix problems, as well as provide remote instruction.
Open Door Technology also provides access to an online Help Desk system that allows incidents to be entered
and tracked over the Internet.
Clients have access to all current and prior support incidents, which is often a benefit when trying to solve repeated problems.
The use of the Help Desk system allows all communications and document uploads to be tracked. Users can also access a Knowledge Base to search for solutions to their problems. The Help Desk is monitored continuously throughout business hours to ensure incidents can be responded to as quickly as possible.
In the event of an emergency, telephone and toll-free telephone support is available. Voice mails and emails may be directed to a specific staff member in the field if their assistance is required.
Support may be purchased on a time and materials basis for those wishing to pay for only exactly what they use. Support contracts of various types and costs may also be purchased from Open Door Technology. These are often unique to the client’s requirements.