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Even with the best implementation consultancy, configuration and team training, users may still experience issues with a software application. BIW has therefore invested heavily in developing a strong helpdesk and support network to support its core collaboration system and related applications – underlining its Software-as-a-Service (SaaS) approach. BIW's first line of support to all users is through a network of trained users nominated to fulfil the roles of company administrator, company information co-ordinator and/or project information co-ordinator (first-line support is often provided by a BIW business partner, eg: Mace, Gleeds, etc). These trained individuals support their community of users, with further expertise available to them via a telephone and email helpline manned by BIW consultants. BIW helpdesk The BIW helpdesk staff work closely with each project team's nominated consultant, log all help requests using a powerful customer relationship management application, and the UK helpdesk team is co-located alongside members of the BIW software development team, enabling easy consultation regarding technical queries and rapid communication of any enhancement or bug-fix requests. Standard support via telephone and email - To contact the UK BIW helpdesk (available 8am to 6pm, UK time, Monday-Friday), nominated company users should call:
- To contact the Asia BIW helpdesk, (available 7am to 7pm, IST [GMT+5.5], Sunday-Friday), nominated company users should call:
Other helpdesk and support services include: - enhanced support service (eg: use of technical services engineer to advise on connectivity issues)
- enhanced helpdesk availability (out-of-UK hours support available by negotiation)
- monthly helpdesk workshop (reports on issues raised with helpdesk, performance trends, training issues, etc)
- administration services (eg: company or system administrator, project information coordinator)
As well as BIW: Helpdesk + Support, the standard BIW services package includes: For more information, contact sales@biwtech.com. |
