Service Information

Enabling YOU to gain the most from your technological investment

For any user of technology, the ability to contact product experts when you need them is vital to the ongoing success of your business.

No employer can afford to retain in-house all the requisite skills needed to ensure the smooth running of the systems that underpin their business, and this is where Solarsoft Customer Support can help.

Our standard support service provides the following:

Software upgrades

Industry practice and legal requirements change at a frightening pace. The Solarsoft support service ensures that you will always be up to date with the latest software developments, thus allowing you to utilize your software investment to make continuous improvements to your business practices. With Solarsoft, your software will never be an inhibitor to business improvements.

Access to our customer care center

The professionals working on the Solarsoft support desk are there to provide you with the answers to your key questions, from both an application and a technical perspective. The breadth of the team means that we can answer simple ‘how to’ questions, solve complex technical or software related issues, and advise on best industry practice.

Support for custom software

As a company, we recognize the business needs of our customers vary enormously, and are therefore happy to provide modifications as needed to ensure the best possible fit of the software to the business. Once written, these modifications will automatically become part of the software that is covered under your support agreement; any future compatibility issues are ours not yours.

Issue resolution

Our programmers are in the same building as our support desk. This means that if you do find a software issue, the relevant people can work on it together; with no time zone problems holding up a resolution.

File management

Solarsoft Support also provides certain basic system housekeeping routines, such as management of file sizes.

Knowledge base

Via our web site, customers may access a knowledge base, giving them fast access to our accumulated knowledge, and fast resolution of known issues. This facility also allows for patches to be immediately downloaded onto your system.

Contacting us

We believe in providing flexibility such that you can contact support in the way that best suits you.

To that end, we provide a 24 hour web facility, which allows you to log calls, and monitor the status of existing calls, 24 hours a day, 7 days a week. You may also email or fax us at whatever time suits you.

We are also happy to accept phone calls during normal support hours

Our team

Whenever you need to communicate with anyone in the Solarsoft support team, you will find yourself dealing with an experienced support professional. In addition to the dedicated support staff, we also have additional consultants and programmers permanently assigned to the support team. This means that the resources you need are always readily available, whatever your issue.