|
Business-Hour Support
 During normal business hours, users of the WES system have a help desk number to call and log their issue(s). A designated member of the I.T. staff receives a message on his/her cell phone that a person has logged an issue with the help desk. The goal is to respond to the caller within one hour to make sure this issue is clearly understood. We average returning calls within 15 minutes.
In the case of a software error, the caller is given a time by which the error will be fixed. Any error or malfunction on the WES software receives the highest priority, and any location that is unable to use the system for any reason receives immediate response.
In the case of a user training issue, the caller is given instructions via a phone call and/or an E-mail.
In the case of a request for modification to the software, that is referred to the Manager of Software Development for review. He and the V.P. Technology will determine the correct response in terms of resource availability, urgency of the request and cost.
After-Hour Support
After normal business hours and on weekends and holidays, the users of the WES system have a help desk number to call and log their issue(s). A designated member of the I.T. staff is always on call, and this person receives a message on his/her cell phone that a person has logged an issue with the help desk. The goal is to respond to the caller within one hour to make sure this issue is clearly understood.
The I.T. staff members have the ability to sign on to the system from their homes to address any system performance issues that may come up. In some cases the person on call will have to return to the Kenco offices to correct a problem, and that is a routine event if the situation requires that level of assistance.
In the case of a software error, the caller is given a time by which the error will be fixed. Any error or malfunction on the WES software receives the highest priority, and any location that is unable to use the system for any reason receives immediate response.
In the case of a software error, the caller is given a time by which the error will be fixed.
In the case of a user training issue, the caller is given instructions via a phone call and/or an E-mail.
In the case of a request for modification to the software, that is referred to the Manager of Software Development for review. He and the V.P. Technology will determine the correct response in terms of resource availability, urgency of the request and cost.
Click here to contact us for more information about WES.
|
