Ancoris Support Services

support Ancoris prides itself on offering vendor-level expertise in dealing with technical support enquiries. Our friendly and talented support team are rated highly by our customers for their competency, professionalism and ability to promptly resolve issues.

We offer our services either on the phone or via email and will dedicate our time in ensuring that we provide the best service to our customers.

Web conferencing is used extensively to assist with resolving more complex problems.

On-site support is available by arrangement.

Support Agreements

Software Support and Maintenance Agreements

Provides telephone and email support post-sales for technical issues related to supplied products. This also includes access to the relevant Vendor's Online Knowledge Base (if available). Ancoris has direct access to its suppliers escalation processes.

Support agreements usually include Product Maintenance and upgrades including Hot Fixes, Service Packs, new versions and access to Beta products when available.

A Support Contract is required with the initial purchase of all software products.

Our Technical Support Service Level Agreement can be found here.

Project Support

Project Support Agreements

Project Support agreements supplement Ancoris on-site implementation and consultancy services.

Project support provides on-going access to Ancoris consultants post-implementation. This includes:

a nominated technical account manager
regular on-site project review meetings
technical health checks
ad-hoc telephone access to technical consultants

Every effort is made to ensure continuity with the consultants engaged on the original design and implementation.

Pre-Sales

Pre-Sales Support

Ancoris provides open support by telephone and email to assist in the software trial evaluation process. It is an opportunity to demonstrate the level of professionalism that potential customers can expect after the sale.