SynerGisteX provides support services to customers based on the conditions defined in the respective vendor agreements and have paid their Maintenance Fee. These services include the provision of enhancements to purchased software and the logging of Support Calls either with SynerGisteX or directly with the vendors.
Logging of Support Calls
SynerGisteX supoort hours are Monday to Friday, 9am to 5pm Australian Eastern Standard Time (AEST), excluding Public Holidays. During Summer Australian Eastern Daylight Time is used
Phone calls, emails and faxes can be sent at any time, and will be attended to as soon as possible.
After hours support can be arranged on a case by case basis. All vendors have 24x7 support call facilities available. These are usually logged via their respective websites.
Contact Information for Support
Support Call Definitions
|
Priority |
Response Time |
Definition |
| 1 — URGENT |
4 Hours |
Stops business from continuing — e.g. major outage, software causes system to hang |
| 2 — HIGH |
1 Day |
Has the potential to impact business operations — e.g. software not working, significant performance impact |
| 3 — NORMAL |
2 Days |
Impacts on normal operations — e.g. some functionality impaired |
| 4 — LOW |
4 Days |
Impacts efficiency of operations but there is no business impact |
10100000111100001100110011110000101010101010101011001100111100001111111110100000101000001000100010000000111100001111111111110000
|