SIG Services - Support

Support as and when you need it

For users of the main ERP systems including JBA, JDE & Dynamics AX, SIG Consulting offer a truly flexible and comprehensive support package tailored specifically to your needs, which typically cuts support costs by up to 60%.

The support package can cover some or all of the elements of the companies installation including:

Base Software
Bespoke modifications
Hardware tuning
Second Level User support

SIG's technical and ERP specialists will then provide the customer with an account manager with responsibility for the smooth running of the service. Support can then be provided by a mixture of telephone assistance, remote access and regular on-site user surgeries.

In order to guarantee customer satisfaction, SIG Consulting agree with the customer a "Management Dashboard" of key measures (Key Performance Indicators or "KPI's"). These key indicators are then used to measure the performance of the support contract.

SUMMARY OF THE KEY FEATURES

SIG Consulting account management
Service level agreement with documented target response times
Help desk functionality
Regular on-site presence for user "Surgeries"
Regular "key user" review meetings
Telephone support
Day to day problems supported off site via remote access
Support for Bespoke modifications
Process improvement through full integration with the ERP software features
Issue logging and routing
KPI (key performance indicator) reporting and monitoring
Monthly resource usage summary

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