Support

Somerford Associates’ Service Desk is able to offer support to our customers with a current Somerford support subscription and our prospects currently involved in a proof of concept. Support encompasses all issues where a part of the software, appliance or license was previously working and is not working as expected or at all.

If an issue requires a level of professional services to engage, a member of the support team will reach out with your Account Manager to discuss this further.

Service Desk offer support through several channels, including telephone, e-mail and remote sessions where appropriate. Any employee of our entitled customers can raise a support desk ticket via telephone or e-mail with their company e-mail address. This will be logged and assigned to an engineer who will respond within 1 business hour.

Our Support Desk handles a large amount of calls annually and resolves over 95% in-house without needing to escalate to the vendor. Where required, we can also act as an escalation point to the vendor for any bugs found and ensure the case is resolved in a timely manner.

Somerford’s service desk is available between 9am and 5:30pm Monday to Friday, excluding Bank Holidays. Our service desk will provide support for existing Somerford Customers and companies that are engaged in Somerford Proof of Concepts.