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Data Interchange Logo

Mission Statement

The Data Interchange Support Services aim to maintain and improve customer satisfaction, be the best we can be and provide world class support for all products developed by us.  

Aftercare

Aftercare is a new opportunity for customers to experience a better overall service. Data Interchange is introducing a new aftercare package that allows customer to receive gold level support for up to 3 weeks after their installation or upgrade.

This offers customers the opportunity to raise any questions that were unanswered during the on-site visit. In addition to this, a member of our support services team will contact customers once a week to ensure that the installation was satisfactory and no issues have arisen since installation. 

Aftercare

Package
Duration
Proactive Service Calls
  Aftercare 4 Weeks 4

 

Service Contract Levels

Basic

Bronze

Silver

Gold

 Helpdesk Support Hours Mon-Fri 09:00 - 17:00 Mon-Fri 08:00 - 18:00 Mon-Fri 08:00 - 18:00 Mon-Fri 08:00 - 18:00
 Helpdesk Access

Email
Web Portal

Email
Web Portal
Dedicated phone line
Email
Web Portal
Dedicated phone line
Email
Web Portal
Dedicated phone line
 Nominated Support Engineer - - - Yes
 Monitoring - Optional Optional Optional
 Knowledge Base Yes Yes Yes Yes
 Support Forum Yes Yes Yes Yes
 Service Reviews - Annual Quarterly Quarterly
 Operational Guidance - 3 Cases / year 6 Cases / year 12 Cases / year

 

Support Response Times

Standard

Bronze

Silver

Gold

 P1 - Critical 8 Hours 3 Hours 2 Hours 1 Hour
 P2 - Important 16 Hours 6 Hours 3 Hours 2 Hours
 P3 - Normal 24 Hours 8 Hours 8 Hours 6 Hours
 P4 - Low 32 Hours 16 Hours 16 Hours 8 Hours
Note, the above is working hours. There are 8 working hours in a day.