Support
The help you need to keep your CODA solution running smoothly
UNIT4 CODA Support gives you friendly, professional, effective help, through a network of support centers around the world. Our team helps you quickly and effectively solve any problems that you experience with our products.
We have support centers in North America, Asia-Pacific and Europe, providing help in a wide range of languages. In each center, we have teams of highly skilled, professional support analysts who are eager to answer your questions and deal with any queries or issues you have with your CODA software.
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Help from an expert team
With over 30 years’ experience of helping customers from all over the world, our team combines a wealth of general and specialized expertise to help customers, by using:
- experience and understanding of the real-life situations our products are used in
- in-depth knowledge of using and optimizing each application
- the ability to identify and solve technical problems and
- complete technical knowledge of each software application.
If you experience a particularly difficult problem or code-related software issue, our support analysts have access to skilled product teams and the development resources necessary to find a solution. You can rely on us for the right level of expertise when you need it.
A dedicated support phone line is available during normal working hours, or you can log your issue at any time via the Support website. This also offers information and resources that may help you address simple issues yourself. We can provide a range of extra support, if you think you will need help outside office hours or if you need experts to work with your staff.
Standard Support
Standard Support is available to all customers and users for the entire line of CODA packaged software.
It helps you to achieve the levels of systems availability and continuity that your business requires and consists of:
- telephone support
- access to the CODA Support website
- access to continuous software improvements
Telephone support
Your local UNIT4 CODA support center is just a phone call away. It gives you access to our highly trained and professional Support Analysts during normal business hours (varies by location). Our Support Analysts are picked not only for their customer services skills but also to provide the knowledge and experience to assist you with a timely resolution to your support issue or problem.
To ensure a highly efficient and effective resolution to your problem, UNIT4 CODA Support Analysts work within professional guidelines and will:
- respond to your call(s) within targeted guidelines
- take ownership of your call for support
- provide ongoing communication regarding the status of your problem, if it cannot be resolved immediately.
The Support website
Our Support website gives you immediate access, among other things, to the CODA knowledge base, allowing you to take immediate action, 24 hours a day, 7 days a week, to remedy a wide variety of support-related issues. With the CODA team’s many years of successful problem resolution, it is likely that the solution to your problem already exists.
With this in mind, you can search our knowledge base for answers to previously resolved support issues. Latest product and support news is posted as it happens and you can opt to be alerted via email when any new items of news are added.
The Support website contains all the latest information about the CODA suite of products and is presented in an easy-to-follow graphical format, enabling you to quickly find information by version. You can log problems to be answered by the same Support Analysts who operate the telephone support. You can also update a call or just track its current status. You also have access to the user message board, allowing you to discuss problems or issues with other CODA users. Plus, it gives you access to useful documentation and details of other services and events such as training courses and consulting days.
Continuous software improvements
As a customer, you have free access to all the continuous improvements made to CODA software, opening up all extensions and improvements to functionality over time. Upon request, you can receive interim code fixes, patches, updates, upgrades and new releases.
Premium Support
Premium Support is an optional service available as an addition to your existing Support Contract and provides access to Telephone Consultancy and/or Training and offers a bridge between Support and Consulting.
Where appropriate, Consulting and/or Training resources are made available and because it’s remote, it’s more responsive and accessible, and there’s no “red tape” pushing through purchase orders for a Consultant.
The headlines
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A responsive consulting and training service for small tasks without having to schedule onsite work.
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One approval process rather than many.
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No travel expenses incurred.
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Flexible usage, use the hours when you want to use them, all in one month, or spread throughout the year.
'Follow the Sun' Support
UNIT4 CODA offers the option to extend support for your CODA products, outside the standard hours of your local support desk.
This Support option offers:
- a CODA Support Analyst to be available any time, night or day.
- the flexibility to call any of our support centers around the world.
- urgent unresolved problems to be passed to the next available center, at the end of the day.
- extra cover during an upgrade or special event.
‘Follow the Sun’ support is a service option that you can add to your Standard Support from UNIT4 CODA, allowing you to call any CODA support center. With full call tracking around the world, we can ensure you get continuous attention until your query or problem is resolved*.
Alternatively, as this is a flexible service, you could choose to add just one, two or three other centers, instead. Under this program, any calls or problems arising during the day will be taken and investigated by your local support center, during its local hours of operation. If further action is needed at the end of the day or, if the problem arises outside standard hours, your ‘Follow the Sun’ cover will take effect and you will be passed to your next available support center where the problem will be progressed.