Synergy Accounts offers a wide range of technical support options:
Important: We can support the application and advise on its features and optimum use, but unfortunately we cannot offer financial advice as we do not know your personal or business circumstances. You should consult your accountant for all matters related to your finances.
Free Support
Free technical support is always available for the following items:
- Installation issues for the first 30 days after purchase of the software
- Bug Reports - Reporting is free by completing the Bug Report Form, and if a reproducible case is provided all support relating to that bug will be free of charge.
- Error Message Reports - Automatic error message reporting is available within the application which if activated will let us know if an unexpected issue arises. If that issue turns out to be caused by an application issue again all support relating to that issue will be free of charge, otherwise you will be offered the opportunity to purchase a support contract or per incident support.
In addition all maintenance releases and updates are free of charge for the same software version and features.
We also have a Community of users who may offer support and self-help via our Forums - and our technical staff visit regularly as well to offer their assistance where applicable.
Support Contracts
For the ultimate in support for your business you should consider taking out a support contract. Two types of support contract are available: Premium Support and Premium Support with Software Assurance. Each is an annual contract which can be paid for in monthly instalments.
Premium Support offers unlimited access to support staff via email, telepone, fax and internet. Premium Support with Software Assurance additionally offers free upgrades to any new version released during the contract period. Both are available on a leasing plan which can enable you to buy software and support for a fixed monthly payment which is fully tax deductible.
Per Incident Support
If you would prefer not to commit to a support contract for any reason we can offer Per Incident support which is chargeable per incident, paid for by credit card before the support is provided. You can also buy a 'Season Ticket' to cover up to ten support incidents.
What constitutes an incident?
An "Incident" is the service event starting from the initial customer call until closure, or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident.
An incident may involve multiple phone calls or emails. Synergy Accounts support engineers are responsible for determining what characterises a single support incident and for communicating this information to customers. Our support engineers always make reasonable efforts to resolve the issue but we cannot guarantee that all issues are resolved, for example if you are trying to use a feature that does not exist we may not necessarily be able to implement such a feature within a short time frame if at all.
What defines a resolved incident?
Once an issue is accepted as being within the remit of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:
- Providing a reasonable solution to the issue.
- Providing a reasonable work-around to the issue.
- Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.
- Escalating the incident/bug to the development team for review.
What is the extent of the support?
Support answers general usage questions about Synergy software products. Our assistance includes:
- Helping you with the documented features of Synergy software products, including how these features can be used.
- Helping you troubleshoot unexpected behavior encountered whilst using these features.
- Helping you understand how the products works - but not directly implementing the product features in your data files.
Additional Services
Many additional services are available on a paid basis, including:
- Custom Plugin Components
- Custom Documents
- Custom Reports
- Training
- Installation Service
- Etc.
For a quotation please contact our sales team.