Leading Supplier of Financial and Business Software Solutions
Post implementation support is crucial to our clients. Proper handover to our support team, while keeping consultants in the loop ensures an efficient support service. Clients support logs are prioritised, responded to within the expected lead time and followed-up until the point of closure. Optima Energy goes "Beyond the Application" by striving to do just that with:
The client initiates a query by forwarding the following information to Optima Energy:
Optima Energy will check the completeness of the question/query data and register the question/query in a support log and route it to the responsible consultant.
Optima Energy acknowledges and confirms receipt of the question/query. It may include the request for more detailed information but can also provide a final solution at once in cases of less complex queries.
Optima Energy analyses the question/query and provides an appropriate answer/solution. The client cooperates by providing requested symptom data or information about the effects of suggested measures.
For certain questions/queries, Optima Energy may perform analysis by remote log on to the client's computer.
Incoming email and telephone calls to Optima Energy's Support Desk will be assigned one of the following four (4) priorities by Optima Energy, depending on the nature of the problem:
| Priority | Description | Example |
| 1. | System down or unable to access data |
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| 2. | A Time-Critical Business Function is out of action or malfunctioning |
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| 3. | A Non Time-Critical Business Function is out of action or malfunctioning |
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| 4. | Other |
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