Support Options

We offer a range of options to complement the standard SunSystems support levels. These options allow us to tailor our support to perform specific services based upon customer demand.

For example, these options can assist customers with server administration, or provide support for operating environment tools and managing the overall helpdesk process.

For full details, please download our Support brochure from the Brochure Download section.

Support Account Management
Active Support
Standby Support
Onsite Support
SunSystems System Support for SQL Server
SunSystems Systems Support for Citrix

Support Account Management

Designed for organizations whose SunSystems applications are more customized, a support account manager can ensure that application know-how is transferred to your nominated SunSystems help desk(s) prior to the go live date. Knowledge acquired from working with your staff and end users will provide familiarity with your environment and set-up, helping to ensure that any issues are resolved quickly.

Your SunSystems support account manager will proactively assess your support process, your system and any logged issues on a regular basis.

As your point of contact for the escalation and management of issues across all your SunSystems locations, they will ensure that reported incidents receive priority treatment and that the outcome is applied across all of your sites if necessary.

This can be a challenging task when your locations are in different countries and in different time zones. Let SunSystems use their support network to deal with them all individually, with your support account manager consolidating progress and keeping you fully informed of issue status, product updates and forthcoming new releases.

The role of the support account manager is to:

• Take an active role in understanding the requirements and design of your SunSystems solution in order to add value to the support process
• Act as a single point of contact for communicating the outcome of issues across all support locations
• Facilitate the prompt escalation of calls
• Monitor and control standards across helpdesks
• Provide monthly analysis of support issues
• Act as the contact for coordinating training requests, technical audits and site visits

By having an assigned support account manager, you will benefit from the acquired personal knowledge they gain about your organization. A more personalized and tailored service can be delivered to your users by understanding your requirements and promptly reacting to your requests.

Active Support

Let our qualified and experienced consultants administer your SunSystems applications while you concentrate on other business.

This service offers:

• Proactive application maintenance to help prevent system downtime
• Scheduled dial-up service using industry standard technology
• Cover for lack of in-house skills
• Remote installation of Service Packs

Standby Support

Emergency, on-call, telephone access to an experienced support consultant, outside of normal working hours.

Key features include:

• Cover for critical processes undertaken outside working hours, e.g. weekend or public holiday
• SunSystems expert availability for telephone and remote dial-in support and guidance
• Booked in advance on a scheduled or ad hoc basis

Onsite Support

An expert can be available onsite at short notice to support your installation. The service allows you to book a set number of days per year when a consultant will be available at short notice for onsite support.

This can be used for requirements such as:

• Emergency cover for internal staff
• Pro-active system maintenance
• Additional expert cover during a critical period
• Staff training to implement an internal helpdesk for SunSystems
• Training in supporting/administering a new version of SunSystems Onsite Support guarantees you the availability of a technical consultant at short notice, when you require it.

System Support for SQL Server

We can support your SunSystems SQL server database. You have just one point of contact for all your SunSystems support issues, whether they are related to SunSystems or the underlying SQL database

• Single point of contact for support issues
• Service delivered by Microsoft qualified technical support consultants
• Remote hands-on corrective action via industry standard dial-in technologies

System Support for Citrix

To simplify your support requirements, we can provide support for Citrix when used with SunSystems applications. You have just one point of contact for all your SunSystems support issues.

• Single point of contact for support issues
• Service delivered by Citrix certified administrators