The Paradigm Support Desk service helps our skilled and dedicated team to track every incoming support ticket from our valued customers to ensure that every request is resolved in the fastest time frame possible.
How we make it happen
- Email your query to firstname.lastname@example.org Give a detailed description of the query and add screen shots.
- You will receive an email stating your ticket has been generated and assigned to a support consultant.
- Our team will communicate the plan of action with you to best resolve the query.
When you log tickets for support, please do not cc in any of the Paradigm team. Only use the support email. The ticket will be discussed internally and if necessary it will be elevated to another consultant.
We will respond to your support ticket within a 4 hour time frame. The resolution time of the ticket will depend on the complexity of the support query.
We do commit to a triage system so that if your site has come to a standstill, then we will elevate your support ticket to the top of our list at our discretion.
How to email and attach screen shots: http://help.paradigmsoftware.co.za/support/emailing-support-tickets-to-paradigm-support-desk
Support vs Dev Queries
Support required for the Paradigm standard box features are considered as non-billable support. This includes any bugs in the system that need to be resolved.
If there is no Knowledge Base article available for a specific support ticket then telephonic consultation is free. If there is an article available then the link will be emailed to the user for their convenience. If the user still requires telephonic support thereafter, this will be billable.
All support and development for custom features are billable. This includes any bugs in the customised system that need to be resolved. Dev requests will be quoted on and thereafter a turn-around time will be communicated.