Technical Support & Training
Accessible technical support, annual health checks and ongoing training ensures you get the most out of your AutoCoding solution
It’s always nice to know that you have a great support team on hand should the need arise. For this reason we offer annual support contracts which provide our customers with comprehensive cover for software and hardware, specific to their installation.
Our technical support team manages our customer Helpdesk should assistance be required. Often problems can be resolved with a quick telephone call, but where necessary remote access to the AutoCoding system, via VPN, gives additional support. On-site support is also available, when required.
Hardware is principally supported via a maintained spares stock held at the customer’s location. This is replenished as components are used. Any additional parts required are shipped next day from the ACS office. The support contract includes the supply of hardware components and replenishment of spare parts stock.
Our standard support contract offers an annual system health check which includes a full assessment of the system with regard to software performance and the associated hardware components.
Software engineering techniques are constantly evolving and our development team continually review our solutions to enhance and improve our products’ capability. Software updates are delivered to our customers via service packs which typically take place during the annual system health check. Updates may include new drivers and enhancements to the standard functionality of the product.
Comprehensive training courses are available for operators, engineers and “Super Users” of the AutoCoding System.
The one day operators’ and one day engineers’ training courses are undertaken onsite, normally when commissioning of the system takes place. However, the two day Super User training course is held in our dedicated training suite where we have a full demonstration facility allowing trainees to receive hands-on training on various aspects of setting-up and using the AutoCoding system.
In 2016 we will be introducing a full range of on-line training courses covering areas such as line terminal operation, basic diagnostics, concession creation and management and date management rules. This will allow unlimited access to a wealth of information, including a live AutoCoding system where users can refresh their memory on how certain tasks are undertaken. A calendar of training course dates, times and content will be sent to all registered ACS helpdesk subscribers to ensure they can participate at a convenient time. All online training courses will be included as part of the standard support contract.