In case of support escalation please contact Justin Stephens by email at Justin.Stephens@rsmuk.com or by phone at 01473 632 838.
Submitting a Support Case
When you telephone the support team, a member of the team will take your name, company information and some additional details and check to see if you are in our support database. We will take the support case details and try to help.
If possible, please email the support team and attach screen shots and supporting files.
We typically ask for as much detail as possible to help us investigate. For example:
Please ensure that the fault is reproducible on more than one machine. A bug/fault will be common to all machines. If it can only be produced on one machine then the problem exists in the configuration of the individual workstation or network, support for which is not covered by the ‘Client’ agreement; and
Provide detailed, written information concerning the fault, including but not limited to the following:
Full text of any message(s) displayed (for example error messages, logs, crash screens);
All the steps required to reproduce the fault;
The specifications of the computer where the issue manifested. For example, the operating system version, browser details, and internet connection details.
Exact time(s) of fault manifestation(s);and
Details of any data being accessed at the time of the fault, for example, any record reference that could identify the data being accessed.
Support SLA’s effective from GO LIVE. Please review ‘client’ agreement schedule 2 for details.
The help desk, in consultation with the Licensee, will analyse and prioritise all calls using the priority definitions listed below:
Priority 1 (High) A critical fault that requires a fix to allow continued use of the software. A Priority 1 fault will take precedence over other non-system-critical faults. The problem will be addressed and resolved as quickly as possible in accordance with the Resolution Target Time below.
Priority 2 (Medium) A critical problem for which there is an acceptable but inconvenient workaround. A Priority 2 fault will take precedence over Priority 3 faults and will be addressed when there are no higher priority faults outstanding.
Priority 3 (Low) A problem which has little impact on normal operations or with an easy workaround. These will be addressed as and when resources allow.