Trilogy will provide a single point of contact for the complete system – hardware and software alike. All support calls are logged and initially progressed through the help desk with all critical (system down) failures being immediately reported to the relevant manager. Our overriding priority is to enable customers to continue processing data at the earliest opportunity. Hot-line facilities are available from our offices in during normal working hours, and additional Out of Hours cover can be provided by prior arrangement.
Trilogy can provide a Facilities Management service, whereby staff are based on your site and available to assist at all times.
Hardware Warranty & Support
The majority of the hardware is covered with a twelve month limited manufacturer’s warranty agreement. Extended warranty, up to five years, is available from certain manufacturers.
Application Software Warranty & Support
There is a 60-day warranty period on application software developed for customers. A software maintenance agreement is not mandatory and is not a prerequisite to installing the software. However, it should be noted that the costs associated with support, upgrades and new versions (including their implementations) would have to be borne by customers when no agreement is in place.
Once our products go live then primary support, provided a support agreement is in place, is obtained through the Trilogy help desk.
Trilogy provides customers, with support agreements, with a single point of contact for the installations. This includes hardware, database, system software and application software. The Help Desk is manned between the hours of 9:00am to 5:00pm each working day (excluding bank holidays).
Standard Application Software Support
The following is a definition of the support services that would be provided against a normal application package. This would typically be remotely supported and not include staff on customer sites.
Advice & Guidance
This covers telephone assistance with:
Normal Application Support
|Normal Application Software Support|
|1||Advice by Email or telephone on use of the application software|
|2||Diagnosis and correcting of faults in the application software|
|3||Supply of fixes to the application software|
|4||Supply of new releases|
Normal application support for Trilogy products will be available as follows:
Out of Hours Cover
Out of Hours cover is an optional service to support our applications outside normal hours.
The system is operated using mobile phones on a rota system and can be costed on a fixed standby cost plus hourly callout charge basis. The service will typically be available for evenings, Bank Holidays and weekends, but can be extended to cover 24 hours per day, 7 days per week, and 52 weeks per year, except for planned outages as agreed, e.g.:
All support calls are logged and initially progressed through the help desk.
After four hours without resolution the Trilogy Customer Service Manager will be informed. After six hours a director will take charge of the resolution of the outstanding problem – instituting and agreeing a program of action with the customer and any relevant third parties – that has the overriding objective of enabling our clients to continue processing data at the earliest opportunity.
All critical (system down) failures are immediately escalated to director level.
Software Up-date Commitment
The standard support arrangements include a commitment for both fixes and updates and an intention to cover future minor regulatory changes.
Any major regulatory changes would have to be considered on an individual basis although it is the supplier’s intention to share any such changes across multiple customers and thereby lower the overall long-term costs.