CSols Training Services
Training for small installations is usually on a one to one basis with the key users. CSols will also produce an abridged version of the software manual to illustrate routine use of the software.
For larger implementations CSols will arrange online or classroom training to suit your requirements.
CSols Support Services
We provide a software warranty period of 30 days once you have accepted our solution. Throughout this period you will be supported by our support team, and help and amendments to the software will be made to maximize the utility of the software for your benefit. The hardware used in handheld solutions such as tablet PCs, PDAs and docking stations is normally covered by a one year warranty.
CSols Software and Hardware Support Plans
Once the warranty periods have expired CSols will then be happy to extend support to you through one of our annual support contracts.
CSols Standard Software Support Plan
This plan provides for the following:
• Help Desk – available during normal working hours 9:00 – 17:00 except weekends and national holidays (UK time) with special freephone number.
• Response by Technical Support Staff – within 4 hours (although usually there is an immediate response)
• Bug fixing – urgent problems are responded to and generally resolved the same day. The response may be slower if data files or other information are required from the customer or the problem is such that the rectification requires particularly time-consuming formal testing. Typical average response times are less than 2 days for resolution of any problem
• Operational Issues, Configuration and General help – there are no limits placed on the number of contacts you can make
• Contact methods – via telephone, fax, or e-mail
• Remote assistance – if you have the facilities to provide us with remote access, we will provide direct investigation/rectification of problems
• Backups – we will keep live working copies of your software and partial configuration information on our support system
• Upgrades – provided that you have maintained continuous support, you will be able to claim like for like upgrades to the latest versions of any software
CSols Enhanced Software Support Plan
Our Enhanced support plan is priced at 18% of the system cost/ annum, payable annually in advance. It includes all the features of the Standard support plan plus
• modifications to the software on request provided that:
a) Each request takes less than 0.5 day
b) The total value of requests is less than the value of the software
In reality, this means that the software is effectively guaranteed to do the job however much your procedures change over time.
The vast majority of our customers have taken up one of these support offerings. Of these, the vast majority of support contracts are at the Enhanced level. This is what we would recommend for you.
These Support offerings relate to PDAs / Tablet PCs and associated hardware that have been purchased via CSols.
CSols Basic Hardware Support Plan
• Response by Technical Support Staff – within 4 hours (although usually there is an immediate response)
• Help Desk – available during normal working hours 9:00 – 17:00 except weekends and national holidays (UK time)
• Response by Technical Support Staff – within 4 hours (although usually there is an immediate response)
• Operational Issues, Configuration and General help – there are no limits placed on the number of contacts you can make
• Contact methods – via telephone, fax, or e-mail
• 5 day guaranteed repair turnaround (excluding transit times)
• Discounted repair costs
• Warranty cover for year 1 i.e. device failure (other than accidental damage) is repaired free of charge (excludes batteries)
CSols Standard Hardware Support Plan
As the Basic Plan except: Warranty Cover for Years 1, 2 and 3. i.e. device failure (other than accidental damage) is repaired free of charge(excludes batteries).
CSols Enhanced Hardware Support Plan
Loan unit dispatched within 24 hours of a failure being reported.
More Critical Needs
If you have more critical uptime needs then it could make sense to carry additional hardware (with CSols software preloaded) on your site.
CSols can help minimise these costs through the supply of pre-used devices or sale of new devices at a discounted cost. The Hardware Support plans are designed to give maximum assistance along with appropriate device uptime/repair response periods. They are targeted to run alongside and complement the software Support Plans.
Further Information
For further information, please either email: support@csols.com or alternatively via our enquiry page to discuss your training and support requirements in more detail.
CSols Ltd., The Heath, Runcorn, Cheshire, WA7 4QX, UK
Tel: +44 (0) 1928 513535 Fax: +44 (0) 7006 061106
Web: www.csols.com