EnterpriseBuilder - Your ERP2 @ e-Business Solution

When a problem is found, it is important to the user and Dignersys Consulting that we resolve it as quickly as possible. There are some steps that you can take to ensure a fast resolution.

End users should make sure they understand exactly how the program should be functioning and where the problem has occurred. They should document the precise steps taken that produced the problem. Also, they should note if the problem is reproducible. If it is, write down the steps to take to reproduce the problem.

The issue should then be forwarded to the system administrator, with all appropriate documentation. The system administrator should also try to reproduce the problem and try to solve it. If the problem still cannot be solved, the administrator should contact Dignersys Consulting by e-Support with all of the information available.

Designate a single primary contact person from your site, with an alternate contact(s) when the primary person is not available. This will enable you to keep centralized information on all calls. It is also possible that the problem has occurred before in your company and that a solution already exists. With a designated primary contact person, he or she would have access to the solution and be able to implement it right away.

Priority Code

It is very important to assign the correct priority code to a problem. This enables Dignersys Consulting to immediately determine the severity of the problem and take the appropriate action. We understand that all problems are important; however, some issues are more severe than others. Please assign the correct priority as described below:

Your entire system is at a standstill. You are unable to process any data through your system. This is a time-critical problem, which must be addressed immediately, or the business will suffer.

You have a significant problem, which impacts one or more major business functions. No known work around exists.

A problem exists and needs to be addressed, but there is an acceptable temporary work around. You can continue to operate until a solution is found.

A very small problem exists in the software. There is a good work around that can be used until the problem is resolved.

A request for information on the product or a request that you would like to see implemented in a future upgrade or release of the product.

Dignersys Consulting Respond Times On Best Effort Basis

Dignersys Consulting will respond to support calls based upon the priority of the call. We promise to have a support representative contact you about your situation within the times listed below. The times begin as soon as we receive your e-mail about the problem. All items will be addressed and resolved as quickly as possible, regardless of the priority.

	Emergency - 2 business hours or less
	High - 4 business hours or less
	Medium - 2 business days or less
	Low - 5 business days or less
	Info - 5 business days or less

We may contact your system administrator for further information such as screen prints or reports, which can be sent to us.

We will try to reproduce the problem on our system at Dignersys Consulting. If we cannot reproduce the problem, we may request to log into your system via modem to try to reproduce the problem on your system.

Escalating a Problem

Dignersys Consulting will provide fast, friendly and knowledgeable assistance to our clients. However, in the event you feel that we have failed to meet your standards, please do not hesitate to appropriate level and ensure a solution is found.