xAssets provides proactive support to all licensed customers and provides access to senior implementation consultants.
We try hard to ensure that customer requirements and met and expectations are exceeded.
Successful implementations and substantial return on investment in enterprise software can only happen if
the vendor/supplier provides excellent customer support.
Customers with onsite installations maintain an Annual Support Subscription which is priced at a standard 20%
of license fee each year to receive product support.
Customers with hosted installations do not maintain an Annual Support Subscription since the ongoing
service costs include support and some configuration services.
We try hard to give customers the best service possible and this extends to giving
customers direct access to Certified Product Specialists who can not only answer support
questions but also advise on strategic and configuration issues. Support Incident Resolution
will often include connecting
to a customers server via web based screen sharing services to exchange ideas, solve problems and advise on
the best strategy.
The Support we provide is governed by our Support Policies
which may change from time to time. Where commercially viable we
try to go beyond the contractual requirements
and ensure that customers get the best service possible.
Most support incidents are resolved within 30 minutes of receiving the first call or email. We do not use
online ticketing because we prefer to give our customers direct and immediate
access to product specialists and technical consultants.