About our support
| Delivering first class customer support |
Writing great applications is important, but you need reassurance that your developer will
also be there if something goes wrong after installation. Here at Impact, we have been
rated very good or excellent for after-sales support by every customer in our last
customer survey.
Maintenance contracts
Every software solution includes a maintenance contract which reflects the way your business
operates and the importance of the application. This means you can have 24/7/365 cover with
4 hour response time guarantee, or just 9-5 working day cover with next business day response
guarantees. You can swap between plans at any time to reflect changing work patterns.
Maintenance provides access to helpdesk support by telephone, email and online,
regular system maintenance and archiving, remote support by secure telnet, and the option
for on-site support at fixed rates.
Helpdesk
Our helpdesk is based around a software solution developed in-house which associates ticket numbers
with all support requests, and allows you to monitor and update those requests online via our support
website. We allocate tickets to the appropriate technician, and you receive email alerts as your ticket
is progressed. You can send and receive screenshots, technical guides and other documentation,
which are all stored with the ticket for historic reference.
| 24/7/365 assistance via our dedicated customer support website |
Support website
While staff are available by telephone and email, we recognise the benefit of a quick fix to simple problems,
so our support website provides technical updates, a searchable knowledge base, and access to the helpdesk.
By default we create a generic account for each customer's organisation, although you can request your own
sub-account if required.
Monitoring
While it is reassuring to know that we are on-hand if something goes wrong, it's often better still to know
that we are actively monitoring our systems to pre-empt and resolve issues before they become a problem.
Our web servers are all monitored externally 24/7/365 from mainland Europe and the US to ensure continuous
availability and connectivity, and internal system monitoring applications alert us to potential problems
with servers. Our web servers are supported round-the-clock by on-site technicians, and have multiple
redundancies to protect against component or connectivity failure. We can also monitor your own servers
for availability and connectivity if required, and alert you if there is a problem.
Escrow
Impact have been around for a while and are here to stay. When it comes to mission critical systems,
you can never be too careful so we offer all of our customers an Escrow service in partnership with the
National Computer Centre at Manchester. The escrow service holds up-to-date copies of your unencrypted
source code which can be released to you following specific trigger events, for example Impact ceasing trading.
This means that no matter what, your investment is safe and you will be able to continue development of our
applications with third parties if required.
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