Application support comprises of a number of key features refined to suit your application requirements. Our knowledge base provides 24 hour access to support issues whether current or historical, direct interaction with our application support team and online reporting providing feedback on performance and call statuses. Your support requests are integrated into our into workflow system to ensure your requests are dealt with in a timely manner. If you need to liaise directly with support staff there is an office hours contact number for our support team. We believe in transparency when dealing with your support requests meaning you see all communication internally while we deal with your requests. If you would like one of our team to contact you regarding your enquiry please contact us to discuss your requirements. Service Level Agreement We will agree with you acceptable response rates, times to fix and ad-hoc development rates within your service level agreement, this ensures you have piece of mind for us to support your staff and systems without costs spiralling out of control. Regular SLA reviews take place to ensure you are satisfied with our performance and we are meeting our objectives. Credit Time To avoid the need for constantly approving additional budget for small changes to your system we offer a credit based service; the hours of credit time can be called off at any time within the contract period. They provide a way to empower staff to resolve small issues and gripes with a suite of software without having to incur development project costs. Time is carried forwards month to month to make sure no credit time you have bought is wasted through non use. Online Contract Management Access to online contract management can be provisioned for any length of time or size of business, if you would like to see how it can help organise your support issues contact our sales team. Customer Account Manager We don't believe in call centres to manage our support requests, each contract has a dedicated customer account manager and project sponsor. Your customer account manager will manage all aspects of your contract negotiations and implementation; they will also keep in touch to perform regular reviews of your contract to ensure you are satisfied. Your project sponsor will always be the same member of the support team, we ensure they own each one of your requests internally and they understand your software application inside out. Most custom built applications and business systems require on-going development, changes and other modifications on a month to month basis. Whether built and designed by Eigo or any other third party software company your solution can be managed by our experienced software team. If you would like one of our team to contact you regarding your enquiry please contact us to discuss your requirements.