Our Approach to Support
We’ve set ourselves a high bar: we’re completely committed to providing you with the best, quickest, most helpful, and most efficient assistance possible. We provide support to our customers under our annual Software Support Contract (“SSC”) that provides three main benefits:
- free support services
- free maintenance and “bug” fixes
- access to our technical services team for any professional services, custom programming or training you need
Free Support Services
Our “Support Center” portal allows you to enter your support request at any time. You can assign your own priority to your support request ranging from “Critical” to “Low”, and we’ll respond based on your assigned priority. We’ll turn it around as quickly as we can. You will be able to see each of your submitted requests and its current status at any time.
Free Software Maintenance and “Bug” Fixes
We’ll fix any software “bugs” that you encounter in the software package. This will ensure that your software is kept up to date as technologies evolve in order to optimize its performance and enhance its capabilities. Software bugs are defined as replicable software errors.
We have a very active program to continually enhance our software. Our roadmap for software enhancements arises from new market developments as well as our interactions with our customers. These software upgrades can substantially improve the productivity, efficiency, and control of your business and allow you to continually stay abreast of developments in technology. When we add significant new functionality this will be available to you, but it may increase your subscription price.
Access to ADS Solutions Services
Whenever anything arises and you want our help, we’ll be there. Whether you need assistance tying out financial reports, correcting bad data entries, recovering data entries, helping with hardware failures, changing flag settings in the software, or seeking custom programming to modify the software so as to better accommodate your business processes, our technicians will be available to provide any professional services, programming services and training you might require.
We know that we can only be successful if our customers are happy. And we understand that in order for our customers to be happy and satisfied we need to be there to support them when issues arise. We take this very seriously. We will always go the “extra mile” to make sure that your support issues are resolved quickly and to your satisfaction.