Responsive Application Support and Help Desk with Tailored SLAs

We believe that being proactive and maintaining an auditable knowledge base is the key to offering a responsive application support service and our help desk staff are always quick to respond to our clients' requests.  We also understand the difficulties and frustrations that can sometimes be felt when dealing with third party software suppliers.  With our fair, competitive and flexible support packages and Service Level Agreements (SLAs), TCS can take those pressures away from you.

Are you suffering long delays getting service and solutions from your current software application support desk?

Simply register a software package with us and we will tailor a support package or SLA to meet your requirements.  Once covered by our SLA, any issues that you report to us will be dealt with by us taking the lead in investigating the cause and implementing a resolution or pursuing the third party supplier until the issue is resolved.

We like to think of our Application Support service as more of an adoption service.  We can bring an application that your company uses 'under our wing' and provide a range of services including:

• application hosting or distribution,
• second and third line user assistance,
• maintaining software updates,
• administering user permissions and access to features and functions,
• correcting data miss-entries,
• application enhancement, development and integration; and
• coordination of third party support requests.

The advantages of handing over the responsibility of ensuring an application is operational to TCS Computer Services are the reduced cost of administration and the enforcement of a SLA which contractually obliges us to ensure issues are resolved to your satisfaction within agreed timescales.

Issue Tracking

We employ a comprehensive, yet quick and simple, online help desk system for tracking issues which is accessible 24/7 via our support website.  All issues entered here are responded to by our staff and updated whenever there is any action or progress.

The support website also provides you with a number of reports listing the issues you raise with us.  These reports can be used to keep management up to date with the effectiveness of your IT and IS systems and the level of service provided by us.

Legacy System Adoption

Have you got a legacy software system that is showing its age?  With our Legacy System Adoption plan, you can entrust us to ensure that the system is kept running and maintained.  Depending upon the type of software system, we may also be able to refresh and extend the software to keep it up to date with your changing requirements.

If the legacy system is missing documentation, TCS Computer Services can produce online help manuals and "How to..." documentation and make it available to both user and administrator staff, thereby increasing knowledge and therefore the effectiveness of the system.

Benefits of a Support Plan

Our support plans are a bit like insurance policies, but with one big difference.  With insurance, even if you don't make a claim, you don't get your insurance premium back.  However, with TCS' software support plans, we carry over any unused support days, so that they can be used in the following month.

With our support plans, we also ensure that you receive an account manager that is responsible for ensuring that your issues are resolved quickly and accurately.  We also ensure that they are not the only one familiar with your systems.  At TCS all our staff are allocated one day a week for training, whether in new technologies or for keeping up to date with evolving clients' systems, so you can be assured that there will be at least two other people that know your system in detail.

Case Studies

TCS are able to offer development, integration and support services over many different scenarios, click here to view several case studies describing the benefits of our development and support contracts.

Your Call

If you have a software system that needs effective and economical support to suit your budget, contact us today to find out how TCS can help.