Support services

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Novacura Support

We offer a wide range of helpdesk services for IFS Applications and Novacura’s own products. The range encompasses everything from reception and routing of issues to 1st and 2nd line support and all manner of expert consultancy. This is where you can get assistance with questions and problems as well as any improvements required.

There are numerous benefits with the Novacura support:

  • Agreements tailored to suit your business

  • Agreements tailored to suit support needs, big or small

  • Rapid response time

  • Scope for reporting issues around the clock

  • Multiple reporting channels, including support-web, e-mail and telephone

Our agreements

Novacura offers a variety of agreements tailored to suit the support needs of your business. Irrespective of whether a customer requires daily support, demanding a rapid response and swift investigation, or assistance now and then with more complex support issues, we can put together a suitable package.

Our support agreements are composed of a basic package and various building blocks that reflect the preferred response time. The basic package is included in all agreements, while the building blocks are chosen by the customer according to their business needs.
Reconciliation of work hours and monitoring is performed against the agreement monthly.

Basic package

All helpdesk agreements include our basic package. The basic package provides support access by telephone, e-mail, or reporting an issue via an online interface.

Our customers have free access to our issue management system, which displays all issues and provides a facility for producing statistics and overviews. Access to our issue management system for your own projects is also included.

The basic package also includes project management on the part of Novacura with respect to monitoring, prioritization of issues, production of statistics and necessary administration.

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