Within customer care we have a full-time, office based support team that are available to answer your questions between 9.00 am to 5.00pm, each weekday. Incidents can also be reported out office hours using the contact form on our website or leaving a message on our overnight service. Our new Customer Service Department will also be in regular contact to discuss your experience of using your Platinum software.
When addressing an incident, the support team utilise remote desktop support technology to access your PC, with your permission, to identify and rectify the reported problem. Members of the support team have also worked in the development team and as a result, are able to provide an extremely high level of technical product knowledge to help not only solve your support requests, but are also available to help you get even more from your software.
What is a Platinum Enterprise support agreement?
Platinum Enterprise support agreement is the name given to the support package that addtime offers to all of its customers. Each agreement contains details of the customers’ designated support level agreement (SLA)
The SLA covers both Software and Hardware
Before you purchase a new system, the extent of your Platinum Enterprise SLA will be documented within your quotation and there are 4 support options Bronze, Silver, Gold & Multi Cover.
Hotline support only, involving quick fixes via email, telephone or remote support.
Standard support package for most companies adds to Bronze Care upgrades. Includes online training plus Hardware and Software.
Fully managed support including all of the elements of Bronze and Sliver Care with full system set up and covers all changes in schedules, work patterns or (permissions) policies plus site visits.
All the benefits of Silver Care support plus hardware cover for all terminals Including:
We can offer bespoke system training tailor made to suit, either on a one to one basis or a group training session on site or we can do this at remotely at our office in Wigan, North West of England.
Silver Care Support now include unlimited online training for up to 1 hour for all users with a pre-booked appointment, so your managers can learn at their own pace.
Call us now for more information