Customer Configurable Support
Microsoft Dynamics and Charteris - the true specialists
For users of the main ERP systems including Dynamics AX, System21 and JDEdwards Charteris 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 company’s installation including:
- Base Software
- Bespoke modifications
- Hardware tuning
- Second Level User support
The Charteris 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 with a number of payment plans to suit your budget.
In order to guarantee customer satisfaction, we 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.
Key features of our support service include:
- Designated account management.
- Service level agreements 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.