Software Support
When calling software support, you should have the following information:
[1]
Application release number and the product change level. These numbers can be displayed on-screen by signing on to the application, going to a command line, typing LEVEL PR, for payroll (or LEVEL AP for Accounts Payable etc.) and pressing ENTER. A screen will appear giving you the release level and the product change level.
[2] If you have a question on a report, note the report number that appears in the upper right hand corner of each page.
[3] If your question pertains to a data entry screen, note the numbers that appear in the upper right hand corner of your screen. This is a cross-reference to your documentation page number.
[4] If you have received an error message while executing a program,
please do the following: Print the error message, move the cursor into the error message, press 'F1', print that screen. Take an 'F 10', print that screen, then take an 'F 18' and print that screen.
FAX ALL PAGES TO THE SOFTWARE SUPPORT REPRESENTATIVE AT:
1-(978)-282-1182
Software Maintenance is included with the License of a Para Research application.
Unlimited telephone hotline support, enhancements, tax changes, and documentation changes are included.
Support hours are 8:30am to 7:00pm EST, Monday through Friday.
If not immediately available, we promise a
callback by a technician within one hour. Over 80% of our calls are handled directly and over 90% of our calls are handled within 10 minutes. Our support staff fields over 10,000 calls each year.
Major new releases, including enhancements requested by our users, are sent out at least once per year. All
new features are documented by our in-house documentation staff. Additional years of maintenance are optional and may be renewed at any time without penalty.
Over 80% of our users remain
current on Software Maintenance. Users can expect a written survey and a check-in call by our Customer Satisfaction Department at least once every six months.
Our surveys allow Para
Research to focus resources more efficiently, making sure that the needs and wants of our users are addressed. Surveys provide a mechanism for keeping the communication channels open to our customers.
Training is available in Gloucester, MA or at the client location. Although not required due to the quality of our documentation, custom training can greatly reduce start-up times and increase efficiency when first using the software.
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