Comprehensive and professional installation and customer support

Press, 3 December 1985, Page 30

Comprehensive and professional installation and customer support

The Businessworid Service Centre exists to provide comprehensive and professional customer support. For the security of Businessworld customers, the service centre is equipped to handle all aspects of support, involving two distinct areas which are clearly defined in the company’s service agreements. This is Businessworld’s assurance to its customers that their new computer system will be installed effectively. A pre-defined checklist of activities is

carried out for each new computer installation, from initial configuration of equipment, testing, loading of programs and operator training through to “live” operation and a follow-up review of performance. The agreement also ensures that support services are available whenever required to handle unexpected problems, changes in staff, program updates and other circumstances.

This is the service that guarantees the continued operation of the computer system.

Engineers from the Businessworld Service Centre respond to any fault which might occur in the components of a system. Replacement parts are carried to remedy problems and ensure minimal disruption to the computer system. If downtime exceeds 24 hours, Businessworld Service Centre will install a replacement unit to guarantee on-going operation of

the system. The maintenance agreement covers all labour and parts costs.

The Businessworld Service Centre backs up these two major areas of support with a team dedicated to carrying out their activities. An important feature is a 24-hour telephone-answering service for logging service calls.

Customers choosing the support services and maintenance agreements are guaranteed a two-hour response time to calls. Costs and delays are kept to a minimum as the service centre is fully equipped and handles its own component repairs rather than sending them back to the supplier. Training of Businessworld staff is on-going and intensive. Courses are held regularly to ensure that all engineers are completely up to date with the latest developments, and to improve knowledge in specialised areas.