Customer support

20|20 Integrated Solutions provides the following types of support for customers holding a current and valid software licence.

User manual and instructions

Click 'Help' in Quality Coordinator to access online support materials.

Helpdesk support

Click here to submit and online Customer Support Request

20|20 Integrated Solutions shall prioritise support requests according to the following criteria:

• Class A: Problems that result in the 20|20 Integrated Solutions software being inoperable at the time of the customer contact. A first response to these problems will occur within 24 hours.
• Class B: Problems which seriously impact normal daily operations without making the software inoperable. A first response to these problems will occur within 48 hours.
• Class C: Intermittent or non-critical problems which do not seriously impact day-to-day operations. A response time suitable to the customer but not less than 48 hours will be negotiated on a case by case basis.
• Remote log-in

Feedback and improvement suggestions

20|20 Integrated Solutions would like to hear your ideas for improving the software. Click here to provide feedback

Updates

20|20 Integrated Solutions will periodically provide software updates. There are two classes of updates:

1. Release: Enhancements to the current functionality and fixes/patches to current functionality. Releases are free to customers holding a current and valid software licence. Such releases shall cover problem fixes and enhancements.
2. Versions: Enhancements that deliver new functionality. Major additional functionality provided in the form of new modules is not covered by provision one.

Training

The purchase price covers 2 days introductory onsite training and set-up support. Additional or refresher training can also be provided. Click here to enquire about training rates and times.