Timewatch® - Customer
All Timewatch Customers, irrespective
of size, product, cloud or on-premises are automatically enrolled in our
Customer Care Program - a complete care program that provides access to all
post implementation services:
or SaaS customers' systems automatically receive new updates and versions as
our servers are updated, whereas customers of on-premise installations can plan
upgrades at the best time for them with our services team.
Services and day to day
All services, including installation, training, consultancy
and report writing are chargeable and managed through your Services Account,
where you can view time in your account, purchase time as well as book sessions
with our services team.
Software faults are rare, but should you encounter one, you (and
we) want it resolved quickly, and that requires a specialist team. We take
fault tickets very seriously and treat them like emergency services. If you log
a suspected fault, we immediately route it to engineers and developers as they
are the best people to analyze and resolve software faults, we also allocate a
business analyst and an account manager to assist you and act as your liaison.
Each customer receives a fixed number of tickets each year, but where a ticket
is confirmed as a bug another ticket is credited to your account. If the issue
turns out to be a services request, it is re-allocated as a services request so
engineers can focus on emergency calls.
Should you you log a request for
assistance and it turns out to be a software fault, the ticket is reallocated
and all time working with you is reassigned as non-chargeable.
Care not only helps you keep your software up-to-date and running, it also
makes it easier for you to keep your system tuned to your organization's needs,
your users better trained and your entire implementation more agile.