When we deliver a solution to our Customers, our aim is to provide you with the peace of mind and comfort that your solution is supported by a wealth of experience, a services driven CRM solution and a personal experience that will give you confidence that you are continually in the best hands possible.
We use a team of experienced consultants and given the wide variety of technologies utilised in our solutions, we operate a ‘Resource Pool’ and allocate the most suitable subject matter expert to your issue, query or question based on their knowledge of your solution and the technologies utilised.
To enable us to respond to you in the most efficient way, the preferred route for logging a request with us is to use our self-service web portal, alternatively our customers can also email us using our dedicated support email address.
Your request will be handled by our dedicated support team who will assess your request, log the details on our support platform and then forward to our ‘Resource Pool’ so that the best and most appropriate person can get in touch with you asap. Once a Support Case has been logged you will be issued with an acknowledgement email with your details and a unique Case reference number for you to track progress.
How does it work
Depending upon the size, cost and complexity of your solution, we assess how we need to support you i.e. is your solution mission critical, how many users are using the solution, etc. From a cost perspective this is typically 20% of the project cost.
The support cost is split 50/50 between the reactive and proactive support services and the allocation of Drawdown days. Drawdown days are effectively professional services days that can be used for a variety of purposes which is detailed below.
The reactive support service is you having access to our support desk 24 hours a day (via our Portal) to log cases, requests, etc. Unlimited support for functional and technical issues with the supported solutions is provided during the Warranty Period and included in your drawdown days for the duration of your support.
Our proactive support service ensures we provide regular heath checks on your solution, proactively fixing potential issues before they occur, making recommendations, etc. to keep your solutions error free and always performing at the level you would expect them to.
Drawdown days are flexible and you can buy more or less than we allocate. Should you run out of days through the life of the contract, you can purchase more. We will let you know through the duration of your contract how you are doing by sending you 25, 50 and 75% usage notifications so that it doesn’t come as a shock if you are using more than your thought you were.
We will also provide a monthly report detailing all Cases logged, their status, drawdown days used, etc.
As we learn over the years of working together on support, we refine the optimum number of drawdown days required by analysing historical trend so that we offer you a sensible number of days to support you.
What can I use Drawdown days for?
Drawdown Days can be used for following activities:
- To resolve any issues with your solution
- Data Errors
- 3rd Party Integration Issues
- How to use questions
- Small change requests up to 0.5 day
Why Circyl Care is more than just support
With Circyl Care we want you to get the most out of your inclusive days meaning that you can use your time for proactive activities such as:
Training and adoption
- Train the trainer/end user training
- Solution/report clinics
- Report building workshops
- Self-sufficiency capability assessments
Documentation
- Solution documentation
- Producing Data dictionaries for BI Solutions
- How to use videos
Consultancy
- Strategy workshops
- Circyl services workshops
- Project workshops
- Art-of-the-possible sessions
Support Overview
Every project that we deliver will follow the process below to ensure your solution is built, deployed and supported is a standard way. The diagram below illustrates the process:
