Future Kenya






Support

We strongly believe that support, service and training are on-going processes, continuous processes that do not end when the sale is formally over. We view excellent customer service as critical to our survival. To that extent, we focus on the significance of customer relationship. The customer truly is our top priority and focus. During the sale, after the sale, and on regular basis onwards, we want to measure customer satisfaction levels. Thus, we will be in constant communication with our clients, carefully listening and responding to ensure full customer satisfaction.

Support Structure

Online Support
  • We provide Technical Support through CHAT feature online to our customer which are handled by our Support Personnel’s.


Offline Support
  • Our Offline support through mail and e-mail provides full length of support to our customer.



Onsite Support
  • Our Onsite support provided by our technical expert’s helps streamline your business process in a right direction.


Support Levels


Basic

Annual License FEE only (Cover)
  • Software Updates (not installed)
  • Upgrades to New Versions (not installed)
  • Telephone and Email Support (issue introduction only – resolution is charged separately)
  • Registration and Annual Renewal

























Standard
SLA (Service Level Agreement [Annual Support Contract])
  • All the services of our Basic Support Program
  • Telephonic and Email support via the Help Desk
  • Remote Support via the Help Desk – Customer responsible for infrastructure etc. required to supply remote support.
  • On-site support: Assist users: processing, OTS (over the shoulder training for existing trained users), formulating and executing improvement on usage.
  • Application Maintenance and Widespread support, Health Checks, OTS (over the shoulder assistance for trained users)
  • Software Changes to incorporate industry, legal or regulatory changes within parameters and SLA hours – Change Request (CR) not exceeding 2 hours work load in a single instance.
  • Enhancements to the software that can be implemented across the Sage Pastel Customer-base – Enhancement Request (ER)
  • Report Maintenance – Maintaining reports developed for the Customer through the Change Request or Incident Report process.
  • Problem Analysis and Advice
  • Software Updates to installed version installed
  • Upgrades to New Versions installed
  • Data Conversion to latest version installed
  • Clearing the Data error reports
  • Registration and Annual Renewal
  • Support on integration scenarios

Premium
Extended Scope (Extended SLA/Support Agreement)
  • • All the services of our Basic and Standard Support Programs
  • • Accounting and Auditing Assistance
  • • System Administration and Access Rights
  • • Balances and Reconciliation Assistance
  • • Repetitive Clarification and Training in Non-Core areas
  • • Minor and Quick Customizations
  • • ISP and Web Server Services Support
  • • Desktop and Networking related issues
  • • Creating new or ad-hoc reports.
  • • Business Intelligence Reports
  • • Layout Design Amendments
  • • Multi-Company Assistance (more than 1 database to be supported)















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