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Customer Support and Services Guide

Realtime Despatch Software Ltd

Document Version: 4.0.6

Document Built: 2020-10-12

This document and its content is copyright of Realtime Despatch Software Limited. All rights reserved.
You may not, except with our express written permission, distribute, publish or commercially exploit the content.
Any reproduction of part or all of the contents in any form is prohibited.

Introduction

Introduction

The benefit that customers get from Realtime Despatch depends as much on the quality and timeliness of the support and services we provide as on the quality of our software.

The purpose of this document is to describe the systems and processes we use to engage with our customers and provide them with the support they need.

This document is about how we support our customers. The word support is used here in the broadest sense; it covers any activity that goes beyond the provision of core software to satisfy the business needs of our customers.

These activities include:

  • technical support to address problems with a service
  • scoping solutions to bring about improvements to address specific business objectives
  • applying these solutions to customer test and live environments
  • scheduling and applying software upgrades

The support processes describe the systems we use to communicate with customers on these activities, to discuss the nature and timing of work required, and get approval for chargeable work where necessary.

It aims to provide best practice information, useful for customers in identifying the most effective way of engaging with Realtime Despatch to achieve business objectives.

This document describes the process we use to record the time spent in providing support and how we determine whether that time should be chargable.

Audience

The primary audience for this document are customers of Realtime Despatch. The document is also aimed at prospective customers seeking further information on how we work with existing customers. In addition, it serves as a reference document for the Realtime Despatch Support Team.