RJmetis Support Pack

RJmetis Support Pack

Contents Page Contents 1 1.0 Support Guidelines & Price List 2 1.1 Introduction 2 1.2 RJmetis Support level comparison 2 1.3 Definition of support features 3 1.3.1 Software maintenance upgrades 3 1.3.2 How to manage your cases online 3 1.3.3 Telephone support 4 1.3.4 Nominated contacts 4 1.3.5 Invoice template changes 5 1.3.6 Resetting of invoices service 5 1.3.7 Local Installations 5 2.0 Frequently Asked Questions 6 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 level at the time of ordering. Should you wish to upgrade then 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 Inc Inc Inc On-line Help Inc Inc Inc Local Installations 80 60 Inc Telephone Support Premium no. Unlimited* Unlimited* PIN Issued for Support Line No Yes Yes Unlimited On-Line Cases Inc Inc Inc Response Time 24 hours 8 hours 4 hours Nominated Contacts 2 2 4 Resetting of Invoice(s) after error 300 200 Inc Invoice / Licence Agreement template changes (charge per half an hour) 80 60 Inc Training Database (charge per annum) 300 200 Inc Consultancy 900 800 1 day Inc * Unlimited Telephone Support for Nominated contacts only. Note: For security reasons and to prevent un-authorised 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 and new features Maintenance upgrades are all upgrades performed on your system by RJmetis. These include new features that are not chargeable modules, software fixes and patches that may be required through the year. You can have the option to either auto-upgrade where RJmetis will automatically apply the update or confirm when we send you 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 will be available for you to download from www.rjmetis.com for all new features. Simply log in to the website and click on the link which says Latest Release Notes. The latest ones will be at the bottom. 1.3.2 How to raise and manage your cases online All users will be permitted access to the online support portal. You will require a username and password to raise new cases, track progress on open cases and look at historic cases. Access to the online support portal will be 24/7. 4

To access the portal simply go to www.rjmetis.com and logon to the website. Once you are at the customer home select the link to log a ticket. 1.3.3 Telephone Support Gold and Silver customers will receive a telephone support PIN number which will allow them to access the Helpdesk via an interactive voice response system on 0845 303 1000. Once the PIN number is entered correctly you will be routed to an available helpdesk representative. Only the selected Nominated Contacts are permitted to phone this number. Bronze customers will be required to dial 0906 7 320 303 which is a premium rate number. Calls will be charged at 1 per minute (call charges from mobiles and other networks may vary). Telephone support will be open from 9am to 5pm Monday to Friday, excluding Bank Holidays. 1.3.4 Nominated Contacts Nominated Contacts are the named contacts that are permitted to raise cases with the helpdesk and authorise any changes to the system. Additional nominated contacts may be added for an annual fee of 50. It is the customer s responsibility to ensure the Nominated 5

contacts are trained. You may change your nominated contacts should they not be correct. Your Account Details section outlines your nominated contacts. 1.3.5 Invoice Template Changes Invoice template change requests will be chargeable unless you are a Gold level support client. Charges vary depending on the change requested. 1.3.6 Resetting of Invoices Service The resetting of invoices will be chargeable unless you are a Gold level support client. This normally occurs when a client prints invoices and then finds the date has been set incorrectly. 1.3.7 Local Installations The local installation of CentreCharge if you an offline customer or require it re-installed for Sage exporting purposes is chargeable unless you are a Gold level support client. 2.0 Frequently Asked Questions I am a Bronze support level customer how do I get support? Bronze support level customers have five options to get support: 1. Log a case using the Online ticketing system at www.rjmetis.com 2. Use the Online CentreCharge manual at www.rjmetis.com 4. Send an email to support@rjmetis.com 5. Telephone 09067 320 303 between 9am and 5pm, this is a premium rate number and calls will be charged at 1.00 per minute. Call charges from mobiles and other networks may vary. I am a Bronze support level customer what does it cost to upgrade to Silver? 6

To upgrade to Silver Support from Bronze will cost either 50 per month payable by Standing Order or 500 per annum. Contact your Account Manager on 0845 303 1000 option 3 who will arrange this for you. I am a Silver support level customer what does it cost to upgrade to Gold? To upgrade to Gold Support from Silver will cost either 99 per month payable by Standing Order or 999 per annum. Contact your Account Manager on 0845 303 1000 option 3 who will arrange this for you. I am a Silver support level customer and I want to downgrade my Support level, can I? Yes you can. If you are a Gold level customer downgrading to Silver this will have the affect of reducing your next CentreCharge renewal by 999 pa. If you are a Silver Customer wishing to downgrade to Bronze then this will reduce your next renewal price by 320 pa. To arrange please contact your Account Manager on 0845 303 1000 option 3. How do I log a case after 5pm and before 9am? Logging cases after hours has never been easier. You can log all cases online using the online ticketing system at www.rjmetis.com or send an email to support@rjmetis.com. I do not have a log on to the RJmetis customer site how can I get one? It is simple. If you are an On Demand customer and you already use www.rjmetis.com to access CentreCharge then you simply use your existing website logon and password. On the RJmetis customer homepage you will be presented with options to log a case or search the knowledge base. If you are an offline customer or do not use the RJmetis website to access CentreCharge then you need to request a website username and password from your nominated contacts. If you do not know who they are then send an email to support@rjmetis.com requesting a website username and password. They will be issued within 24 hours. I want more nominated contacts what do I do? If you are a nominated contact then you should email your request to support@rjmetis.com. Please send through the users name, email address and contact number. There is a cost of 50 per month. To change a nominated contacts details follow the same process just provide us with the person that you are replacing. There is no cost for this service. 7