Comprehensive support services underpin our exceptional software which ensures you get the most from TimeTEQ. We understand that the functionality offered by the system is extensive and you may need assistance from time to time, so we have assembled a team of customer support specialists who have a meticulous understanding of our total solution.
The RITEQ support team consist of help desk consultants and technical consultants, who can call on specialist consultants and system developers when needed. The sole purpose of our organisation is to develop and support TimeTEQ, we are fortunate to have no other distractions, our entire team place significant emphasis on developing and supporting Australia’s leading Workforce Management Solution.
Our support is provided via Telephone and Email during business hours and is accessible to all customers on active maintenance. Our support procedures and escalation processes are well established.
In recognition of the uniqueness of the businesses we support, our support and help desk consultants, when required will log in to a customer’s system remotely to observe, recreate and diagnose the cause of an incident reported. This enables our customers to express their concerns in the context of their business operations and gives our support team insight into the severity of the incident reported.
All hardware supplied by RITEQ has a one year back-to-base warranty unless extended warranties have been purchased.
We are constantly reviewing our procedures and support tools to ensure we are able to offer the best and most efficient service possible. The Customer Support team adheres to Response and Resolution Goals that are established for client services based on the severity of the issue reported. The Support team is organised to provide personalised service to our customers, with named consultants assigned to a clients account. |
