Support Process

The support team consists of dedicated support personnel who are conscious that they are responsible for delivering the highest levels of service, in addition to members of the projectteam, including business consultants and trainers. 

This approach ensures that a wide range of questions from customers can be answered in a timely manner.

Achiever Software promotes an in-depth understanding of each customer’s specialised business requirements and system configuration across the organisation including across the dedicated support team. In addition, to reinforce the service provision the support team has access to the consultants and trainers primarily responsible for the particular customer.

Remote access to the customer’s live, training and development systems are available to the support team and this is supplemented by an off-line copy held at the support centre.

Strategically, Achiever Software works with the customer to make recommendations that facilitate access to systems, maximise availability of information and promote system resilience.  Clear points of escalation will be established to ensure that issues are communicated effectively. Business critical systems servicing day-to-day operations are appropriately prioritised.
 
Logging Calls

Calls can be logged by calling the Achiever Support Hotline on 0121 380 1020 (Monday to Friday 09:30am - 17:-00pm excluding English Bank Holidays) or accessing the On-line Customer Portal.
Unique ticket references are generated for each issue raised and updates on progress provided by the dedicated support team.

Training 

The training department takes a holistic approach to each customer project. Customers are allocated dedicated training resource, to enable tailored training provision including use of organisation specific terminology, relevant system design and use of 'real life' scenarios.