RJmetis Support Pack

RJmetis Support Pack

Contents Page Contents 2 1.0 RJmetis Support Guidelines & Price List 3 1.1 Introduction 3 1.2 RJmetis Support Levels Comparison 3 1.3 Definition of Support Features 4 1.3.1 Software Maintenance Upgrades & New Features 4 1.3.2 Raising & Managing your Support Tickets Online 5 1.3.3 Email Support 6 1.3.4 Telephone Support 6 1.3.5 Nominated Contacts 6 1.3.6 Template Changes Resetting of Invoices Service 6 1.3.7 Resetting of Invoices Service 7 1.3.8 Local Installations 7 2.0 Frequently Asked Questions 7 2

1.0 RJmetis Support Guidelines & Price List 1.1 Introduction RJmetis have three levels of Support: Gold, Silver and Bronze You will have chosen your required Support Level at the time of ordering. Should you wish to upgrade, please contact your RJmetis Account Manager on 0845 303 1000 Option 3. 1.2 RJmetis Support Levels Comparison The table below sets out the three levels and the features of each: Bronze Silver Gold Maintenance Upgrades On-line Help Local Installations Telephone Support 120 per hour Premium no. 120 per hour Unlimited* Unlimited* PIN Issued for Support Line No Yes Yes Unlimited On-Line Cases Response Time 24 hours 8 hours 4 hours Nominated Contacts 2 2 4 Resetting of Invoice(s) after error 300 200 Invoices / Licence Agreement template changes to existing templates (charge per half an hour) 80 60 Consultancy 1000 900 1 day Included * Unlimited Telephone Support for Nominated Contacts only Note: For security reasons and to prevent unauthorised changes to your system we are unable to accept requests from non-nominated contacts. 3

1.3 Definition of Support Features 1.3.1 Software Maintenance Upgrades & New Features Maintenance upgrades are performed on your system by RJmetis. These include new features that are non-chargeable, software fixes and patches that may be required throughout the year. You have the option to either auto-upgrade, where RJmetis will automatically apply the update, or to request the upgrade upon receipt of the latest Release Notes. Note: If you are an offline customer you will need to email support@rjmetis.com to arrange your upgrade. Release Notes for all new features are available in the Resources page of www.rjmetis.com: Alternatively, you can find them on the CentreCharge Support Forum: help.rjmetis.com in the Product Updates & Upgrades section under Release Notes heading: 4

1.3.2 Raising & Managing your Support Tickets Online You can raise a Support ticket online using the Submit A Request tab on the CentreCharge Support Forum. To visit the CentreCharge Support Forum, click on the Help menu within CentreCharge: CentreCharge Help takes you to the Support Forum Home Page Log a Ticket takes you to the Submit a Request Page Help Forum takes you to the Support Forum Search Page You don t need to be logged into CentreCharge to access the CentreCharge Support Forum; you can access it by going to help.rjmetis.com from any browser. To check on your existing Support tickets, login with your RJmetis website Username and Password and click on the Check Your Existing Requests tab: There are also links to the Support Forum on the RJmetis website on the Support Page. 5

1.3.3 Email Support You can email a support ticket directly to support@rjmetis.com. 1.3.4 Telephone Support Gold and Silver Support Level customers are issued with a PIN number which allows them to access the Support Desk on 0845 303 1000. You will be prompted to enter your PIN number and routed to an available Support Agent. Only the selected Nominated Contacts are permitted to phone this number. Bronze Support Level customers can contact the Support Desk on 0906 7 320 303, this is a premium rate number, charged at 1 per minute (call charges from mobiles and other networks may vary). Telephone Support is available from 9am to 5pm Monday to Friday, excluding Bank Holidays. 1.3.5 Nominated Contacts Nominated Contacts are the contacts within your organisation who have received CentreCharge training and are permitted to raise tickets with the Support Desk and authorise any changes to your CentreCharge. Additional Nominated Contacts may be added for an annual fee of 50. It is the customer s responsibility to ensure that the Nominated Contacts are trained on CentreCharge. You may change your Nominated Contacts as you require. 1.3.6 Template Changes Template change requests to existing templates are chargeable unless you are on Gold Support Level. Any change requests should be submitted to the Support Desk. Charges vary depending on the change requested, but all requests will be quoted for in writing by your Account Manager. 6

1.3.7 Resetting of Invoices Service Resetting of invoices is chargeable unless you are on Gold Support Level. (Resetting of invoices maybe required if invoices have been printed and the date has been set incorrectly). 1.3.8 Local Installations Local installations of CentreCharge may be required if your CentreCharge is offline or you require a link for your accounts export. Local installations are chargeable unless you are on Gold Support Level or pay annually for an accounting link. 2.0 Frequently Asked Questions I am a Bronze Support Level customer, how do I get support? Bronze Support Level customers have 3 options to get support: 1. Visit our CentreCharge Support Forum via CentreCharge or at help.rjmetis.com 2. Email the Support Desk directly at support@rjmetis.com 3. Telephone the Support Desk on 09067 320 303 between 9am and 5pm Monday to Friday I am a Silver Support Level customer what does it cost to upgrade to Gold? To upgrade to Gold Support from Silver costs 120 per month payable by Standing Order, or 1,200 per annum. Contact your Account Manager on 0845 303 1000 option 3 who can arrange this for you. Can I downgrade the Support Level that I am currently on? Yes you can. If you are a Gold Support Level customer downgrading to Silver this will reduce your next CentreCharge renewal by 1,200 per annum. If you are a Silver Support Level customer wishing to downgrade to Bronze this will reduce your next renewal by 320 per annum. To arrange, please contact your Account Manager on 0845 303 1000 option 3. 7

How do I submit a ticket after 5pm and before 9am? You can submit tickets 24/7 online on the CentreCharge Support Forum (access via the CentreCharge Help menu or directly at help.rjmetis.com) or you can email the Support Desk at support@rjmetis.com. I do not have a username and password for the CentreCharge Support Forum, how can I get one? If you are an OnDemand customer and you already use www.rjmetis.com to access CentreCharge, use your existing website username and password to login. If you are an Offline customer you will be issued with a username and password to access the Forum. I want more Nominated Contacts, what do I do? If you are a Nominated Contact, you can email your request to support@rjmetis.com. Please send through the user s name, email address and contact number. The cost is an additional 50 per month. To change a Nominated Contacts details, follow the same process, providing the details of the person that you are replacing. There is no cost for this service. 8