All Support Calls or queries of any nature regarding the System should be logged by email to support@scopesystems.com in the first instance, providing the details shown in the Support Request Template.

Support Request Form

Support Request Form [PDF - 82KB]

Calls to this address are logged and an audit trail is maintained to ensure that Scope Systems provides optimum service. Calls must never be sent directly to support consultants or other Scope Systems employees as they may be on leave or out of the office and there is no audit trail or call logging which will ensure that the call is attended to.

Once a call is logged, Scope Systems will within one hour (during Scope Systems Office Hours) email the originator of the call quoting a call number for their call, the name of the person dealing with the call and a priority.

Outside of office hours, emergency calls must be directed to the after hours mobile support number. These should be high priority calls only in terms of the definitions below. Emails and faxes will not receive attention outside office hours unless by prior arrangement or as arranged with the consultant on call.

The Support Request Form provides examples of how a call should be logged providing sufficient details for the call to be addressed without reference to the customer.

Call Priorities

When a call is logged the caller should indicate the priority of the call according to the table below. This allows Scope Systems staff to ensure business critical calls get immediate response.

Where a call priority is High, and, for example, is stopping a pay run or key month end deadlines or if the System is not operating at all, Scope Systems undertakes to process and handle the Support Call within two hours as outlined above.

When a high priority event occurs, THE CUSTOMER is also encouraged to phone Scope Systems support number directly during the Office Hours or alternatively the after hours mobile if outside of Office Hours.

Support Call Lifecycle

THE CUSTOMER logs a call by email to support@scopesystems.com or by fax using the suggested template.

Scope Systems will, within one working hour of call receipt, enter the details of the call into the Scope Systems call register, assign a call number, a priority, a Support Consultant or Programmer and notify the call originator of these details by return email.

Scope Systems undertakes to THE CUSTOMER to have at least 3 suitably qualified Support Consultants in the office at all times during Scope Systems Office Hours to deal with Support Calls.

The Scope Systems Consultant will commence work on the Support Call according to the priority assigned:

While Scope Systems will make every endeavour to have a resolution completed and communicated to THE CUSTOMER within this timeframe, it is unlikely to be able to do so in every instance. Achieving this is dependant on many factors including Scope Systems being able to get access to THE CUSTOMERS call initiator, the server and communications networks and having sufficient information from THE CUSTOMER to be able to identify and correct the problem.

Where the resolution is delayed for any reason, THE CUSTOMER will be advised promptly and both parties will attempt to rectify the matter.

Irrespective of the priority of the Support Call, there will be instances where the call needs to be assigned to other Support Consultants, or to software originators, either within Scope Systems or outside. In these instances, all parties will be made aware of the priority of the call.

Scope Systems staff will provide the support, download a patch and generally process the Support Call as efficiently and expeditiously as possible.

When the Support Call is completed, the caller will be advised accordingly, by email or phone.

The Customer will confirm that the solution provided is satisfactory and that the Support Call is complete, and can be closed. If no feedback is received from the caller within 14 days, the call will be closed. It can be reopened if feedback is received at a later date.

All Scope Systems actions are recorded in a Service Register. A Service Call Report for The Customer, will be produced and sent to The Customer at the end of each calendar month, or supplied on an adhoc basis if requested. A sample call report is provided together with an explanation of the fields.

The Service Call Report will show total time expended on each Support Call, separated into billable and non-billable time. This time is actual time in hours and minutes, not fractions of an hour.

Non-billable time is comprised of items included in the Software Maintenance Agreement per Section 6.2 of those Terms, and includes the following activities:

• Fixing of System bugs and the effect thereof and fixing of latent program errors found in the software;
• Updates of software versions to incorporate program changes made by Scope Systems or its suppliers.

Billable time is comprised of all other types of support provided, and includes:

• System Implementation costs;
• Training;
• Correction of processing errors caused by a Customer employee;
• Data integrity problems;
• Quotations for System Customisation and Customer specific reports;
• Custom modifications and reports written for The Customer;
• Adhoc support and consulting
• Travel time to and from Customer sites; and
• All on site working hours.

If there is billable time on the total of all Support Calls processed during a calendar month, Scope Systems will generate an invoice at the prevailing Scope Systems support rates.

Call Escalation Process

Where The Customer feels a call is not being dealt with in a timely manner or was not adequately addressed, the call can be escalated for Scope Systems Management review by sending an email to support@scopesystems.com with a subject of "escalation of call number ...".

All escalated calls are reviewed by Scope Systems Management and will be promptly responded to. If The Customer is still not satisfied a primary contact should notify the Scope Systems Managing Director.

Notes on Logging A Support Call

• 1. Provide as much information as possible. Print off any error messages which may be given on your screen. Press the "print screen" key on your keyboard (Prt Scrn). Open a word document and paste the screen view into the word document (Edit, Paste). Save the word document and send it with your email to support@scopesystems.com
• 2. Where reports are involved or a form is not printing correctly, fax a copy to Scope Systems with a copy of the Software Support Request Form.
• 3. Look at the information required in the Software Support Request Form, and answer the following questions:
  • Which Company were you working in?
  • Which module were you using?
  • Identify the screen number you were in. This is in the bottom right hand corner of the screen.

If you press the F9 function key, the technical data for the screen and programs are provided. This will assist the Support Consultants and Programmers to locate the problem. Please send a screen print of this as mentioned in 1 above. Escape or Home will take you out of this screen.

Please ensure we have the contact details including phone number and email address of the person to be contacted in relation to the call. If that person is going on leave or will be rostered off site, an alternative contact person should be provided for the time they are off site.

If You Need A New Report

1. Draft up how you would like the report to look in an Excel spreadsheet. Put in the column headings, report headings, totals etc. Indicate where the data in each column can be found in The Software.

For example:

On an inventory report we may need

• Stock number
• Description
• Unit of measure
• Warehouse code
• Balance on hand etc

2. What selection options do you need when you run the report?

• Date range ? from to date
• Stock code from - to
• Stock group from ? to

Scope Systems Support Cycle

Service Call Report

Set out below is a copy of a page from a Scope Systems Service Call Report. The date range of the report is in the heading. The columns on the report working from left to right are:

• 1. Date of transaction.
• 2. Time work started.
• 3. The call number which is advised to the person logging the call.
• 4. Call status. The more common codes are:
  • Notified - Allocated to a Scope Systems person to investigate, identified by their initials.
  • Started - Person has started working on the call.
  • Hold - Worked has stopped for one of the following reasons:
    • Awaiting customer response or testing;
    • Awaiting feedback from PSD? software developers; or
    • SDR raised? software developers have raised a Software Development Request to fix the program.
  • Stopped - Work has stopped but the call is still open until the customer confirms all is satisfactory.
  • Awaiting docket - Work is complete.
• 5. The initials of the person working on the call.
• 6. Actual hours worked.
• 7. Hours billed. See charging basis in Appendix A.
• 8. Notes / Description. The Scope Systems person's notes on the problem and how it was resolved.

The first line of the call shows who logged the call and the information which they provided. At the end of the report is a summary.

Total Prog = Total Programming hours
Total Support = Total Support hours
Total Admin = Total System Admin hours
Total CUSTOMER = Total of Programming, Support and System Admin