To ensure your application continues to run smoothly CDE systems offer a full support service. We provide a named person to be your first point of contact for all support related issues. If required this service can be extended to include the PCs and server hardware the system utilises. This provides peace of mind that all eventualities are covered.
Professional database support, just a call away
The standard telephone & email helpdesk service is available Monday to Friday 9am to 5:30pm. Emergency call out service levels of up to a 1 hour available on request.
Calls are logged and dealt with as follows:
The details of the issue are entered onto our system; they are allocated a reference number and automatically flagged up to the support desk staff. When contacted, the fault staff will then liaise directly with you and clear the fault as soon as possible. As soon as the problem is resolved by either remote diagnostics or site visit by a technician, the details are entered into your record, creating a history to assist preventative maintenance.
This system has evolved throughout the many years of maintaining the variety of systems and products that we support and improves the efficiency and prioritisation of all faults.
Minor changes and unlimited additional reports are always provided free of charge as part of our support package.
Urgent issues should always be reported by telephone, but we also encourage all users of the database to contact CDE Systems via email with ideas for refinements and improvements. We are happy to incorporate any minor modifications free of charge as part of the maintenance and support.