SUPPORT PLANS

FirsteService offer incidents based support. Customer still sign a Annual Technical Support agreement with FES but instead of a flat % fee FES offers its customer pay what you use based – incident model.

Please contact us for signing up for support. We also offer per incident support, please contact us for further information.

METHODOLOGY

It is essential that a well defined methodology is followed to ensure a quick resolution. FES personnel follow standard set internally and by the product company for identifying issues and find quick resolution. FES personnel have access to the detailed support database and the enormous and vast global product databases, which help FES support teams to resolve issues quickly.

While FES trained support personnel will follow the norms set by FES and the product company, it is essential that the customer also follow a certain method during support. FES expects the following from the customer to ensure a quick resolution:

1. A detailed description of the problem with a supported email including screen shots
2. A central point of contact who will work with FES team to resolve the issue. If on site support is required then availability of the product server , clients and any other resources which are required for solving the issue.
3. Availability of the customers technology team members who can asset in the infrastructure issues such as network, OS , DB , viruses, etc.
4. A sign off on the incident as soon as the issue is resolved.

GET SUPPORT

AUTOMATED KNOWLEDGE BASE SUPPORT

Get SalesLogix online support (Requires customer login)
Get Act online support

DIRECT SCREEN SHARING (REMOTE SUPPORT)

PRE REQUISITES

Please print this and check off all the point before logging in the incident and before an on site visit by our engineer.

1. Detailed error description
2. Screen shot of the issue
3. check if this is not due to network issues
4. check if the product server is virus free
5. check if the clients are virus free
6. check if all the necessary os patches / services packs / hot fixes are applied
7. check if all the product server patches / hot fixes / service packs as applied
8. check if all the product clients patches / hot fixes / service packs as applied
9. check if the technical coordinator is available before the FES support engineer arrives.

CONTACT INFO

THIS WILL DIRECT TO THE CONTACT US PAGE.

LOGIN

THIS WILL BE FOR LOGGING IN THE CALLS DIRECTLY TO THE SLX CUSTOMER PORTAL.