Support
Support and continuous improvement
Orvaxis structures post-implementation support around the system delivered and the client's requirements. The specific support scope and service levels are documented in the relevant proposal or agreement.
Support Services
What a support arrangement can cover
Support arrangements are agreed per system and per client. The services below describe what an arrangement may include.
User Guidance
Help for users and administrators on how to carry out tasks in the system as deployed.
Troubleshooting
Investigation and resolution of issues reported through the agreed support channels.
Configuration Adjustments
Changes to settings, workflows, roles and document formats as your needs evolve.
System Maintenance
Routine maintenance to keep the system running reliably.
Documentation Updates
Documentation kept in line with the system as it changes.
Planned Enhancements
Improvements scoped, agreed and delivered as separate planned work.
How Support Works
Agreed channels, clear expectations
Support channels, service expectations and any continuing maintenance are agreed as part of the project, so both sides know how issues are raised, prioritised and resolved.
- 1 Raise
Issues and requests are logged through the agreed support channel.
- 2 Assess
The request is reviewed, prioritised and, where needed, clarified with you.
- 3 Resolve
Guidance, a fix or a configuration change is provided within the agreed service expectations.
- 4 Improve
Recurring themes feed into documentation updates and planned enhancements.
IT Consultancy & Technical Support
Advice and hands-on help beyond the software
Requirements Assessment
Understanding the problem, the process and the people before recommending a system.
Technology Guidance
Practical advice on options, trade-offs and sequencing for your situation.
System Configuration
Configuring the systems you run so they fit your operating procedures.
Ongoing Improvement
Reviewing how systems are used and identifying refinements over time.
Need support for a system you already run?
Tell us about the system and the challenges you are facing. We can discuss a support arrangement or a review of how the system is being used.