With a Support and Maintenance contract in place, Quest will fix, free of charge, any software malfunctions that have been directly attributed to the AIMS product. These fixes will be included as part of the AIMS product roadmap, and will therefore benefit all AIMS clients with a current support and maintenance contract. That means that a problem or issue that is identified by one client, will be fixed and released to all clients on the next release of AIMS.
Generally a Client Help Desk Nominee(s) is appointed in the client organisation to log with Quest all issues related to the product. The Client Help Desk Nominee will work closely with the Quest Project Manager and the Quest Service Delivery Manager.
Issues or problems can be reported by the client by:
1. Telephoning the Support Line
2. Faxing the Support Line
3. E-mail the Support Team
4. Logging the issue directly on Quest’s Support System (QSS)
No matter which method you chose – all issues will be recorded on Quest’s Support System (QSS). This system allows for each issue to be recorded and tracked until the issue is resolved. It is then stored and can be accessed again if needs be.
The system is very effective and easy to use. Each client will be given a username and password and training will be given in advance on how to use the system. Clients can then log issues and track and inspect how issues are resolved by logging onto the system.
Changes to the product that are approved, will be included in the next release after they are completed. Changes cannot be made to earlier versions of the product than the current development version.
In the event that Quest does not respond within the guidelines Client’s Help Desk Nominee can escalate the matter by contacting Quest’s Help Desk Manager by telephone, email or fax. If the Help Desk nominee within the Client Organisation does not receive a satisfactory response from the Quest Help Desk manager they should refer the matter to their IT Manager internally who will contact the Managing Director of Quest or in his absence any one of the other Directors.
