Customer Focus Service Level Agreement

We're here to help!

All of our solutions include technical support and free training for life offered through group webinar and classroom training courses. One on one training is not covered by this, however the support team are happy to help, subject to our service level agreement.

  • Support is available at: http://tradeonlysupport.usa.clickpromo.com/, Live Support online chat, e-mail support@tradeonly.com or via telephone for all software users.
  • If a consultant is available, support request valid, and issue can be resolved quickly, then we will always attempt to resolve the request when made. All support requests that cannot be resolved when made will be acknowledged within one hour and a unique reference number will be issued.
  • The support desk function is only able to resolve valid support requests. Valid requests are software configuration questions, technical problems and simple usage queries. Requests such as detailed user training, installation services or third party software support are not considered valid requests.
  • The maximum duration for a basic software configuration question or usage question is 15 minutes; if further assistance is required help sheets can then be issued.
  • When a support request is made the traffic light system will be used to assign a priority based on the impact and severity of the issue to the business:
 

Description

Estimated Time

Critical The problem prevents the user / company from performing a business critical function. < 2 Hours
Urgent The problem allows user / company to continue to perform their business critical functions in a restrictive manner but seriously reduces the efficiency of the user(s) within the business. < 15 Hours
Standard The user / company is able to perform its business critical functions, but a matter has been identified which reduces the efficiency of the user(s) within their business function. < 32 Hours
  • Customer Focus reserve the right to withhold support if the account has not been paid up to date.
  • All software support will only be given to the nominated users in each organization. Each support plan holder must nominate the names of people requiring software support, as we cannot provide support for untrained users.
  • Support can only be provided for VISION and STORE,s and not for your network, PCs or other third party software. Where possible we will always try and point you in the right direction in the event of your support issue being caused by other aspects of your IT systems.
  • Version Updates will be supplied free of charge to all customers. Your nominated representative will be informed by e-mail when new updates become available, and a full list of amended or enhanced functionality will be provided.
  • Telephone Support is available during office hours 5:00AM to 5:00PM (Eastern) Monday to Friday. Outside of these times support is available at http://customerfocussupport.usa.clickpromo.com/ or can be logged via email.