Somerford Associates’ Service Desk is able to offer support to our customers with a current Somerford support subscription and our prospects currently involved in a proof of concept. Support encompasses all issues where a part of the software, appliance or license was previously working and is not working as expected or at all.
If an issue requires a level of professional services to engage, a member of the support team will reach out with your Account Manager to discuss this further.
Service Desk offer support through several channels, including telephone, e-mail and remote sessions where appropriate. Any employee of our entitled customers can raise a support desk ticket via telephone or e-mail with their company e-mail address. This will be logged and assigned to an engineer who will respond within 1 business hour.
Somerford resolve 80% of service desk tickets without requiring the involvement of our Partners. Where Partner involvement is required, we will advise you on how the process of including the Partner, as each of our Partners have their own service level agreements and service desk processes. Wherever possible, we will manage your service desk case with our Partners.
Somerford’s service desk is available between 9am and 5:30pm Monday to Friday, excluding Bank Holidays. Our service desk will provide support for existing Somerford Customers and companies that are engaged in Somerford Proof of Concepts.