Based at our headquarters in Lancashire, the Technical Support Team are on-hand to offer a wide range of support and helpdesk services. They can be contacted directly, Monday – Friday (excluding Bank Holidays) from 08.30 – 18.00, on 0845 20 10 999.
Our in-house dedicated team are on-hand to offer help, assist and advise at every turn. From pre-sales technical assistance in helping you choose the correct hardware; guidance on the system configuration; and post-implementation technical support. We offer a true product lifecycle support service to help protect and maximise your investment in your Tharstern MIS.
Knowledge…
Our knowledge and experience of Information Systems and the print industry are second only to our comprehensive knowledge of TharsternSQL™. In addition to extensive knowledge of systems and an incident management database of over 65,000 queries our support team have direct access to our Development, Consultancy and Installation Teams when required, to ensure we can give you the right answer and advice first time, every time.
Response…
We are proud of the fact that our Technical Support Team is not an automated call centre, so you will not be put in a queuing system and you are able to speak to the same person twice.
Every call, email or on-line enquiry that is made to our Support Centre is logged on our support database and so you will be issued with a log support number so its progress can be tracked by both us and yourselves.
Our technical support team is available from Monday to Friday 08:30 – 18:00 (Except Bank Holidays).
How our Technical Support Team can help…
• Pre-sales technical assistance to help you prepare for your implementation and choose the correct hardware.
• Guidance on system configuration.
• General enquiries from trained users of the Tharstern MIS software.
• Help in the diagnosis and rectification of faults or issues by remote desktop access.
• Information and advice by telephone, email and letter about forthcoming new releases of the software.
• Supply of new builds and releases of the software which Tharstern may publish from time-to-time.
Our Technical Support Charter sets out our commitment and standards of service that we aim to provide. The Charter applies to everyone who uses our services.
Our Commitment
We are committed to providing a professional, courteous and accurate support service to every customer. We will achieve this by…
• Keeping staff trained and knowledgeable.
• Redirecting incidents to the most suitable person.
• Providing the correct solution first time, every time.
• Providing regular feedback throughout an incident’s lifecycle.
• Correctly logging, categorising and prioritising all support incidents.
• Avoiding overly technical explanations where possible.
Our aims
• Answer all telephone calls to 0845 20 10 999 within 10 seconds.
• Respond to all emails sent to support@tharstern.com within 24 hours.
• Resolve 80% of incidents within 1 hour.
• Resolve 95% of incidents within 1 working day.
• In some circumstances the incident will need referring to our Development Team for reworking. In these instances we will, wherever possible, provide you with a workaround or temporary solution and keep you regularly informed regarding a permanent solution. We strive to resolve this type of incident within 2 months.
Progress and Improvement
We continually monitor our performance and carry out daily satisfaction surveys to ensure we improve your support experience. As well as setting and beating rigorous targets we continually look for new and innovative methods to improve our service. Feedback from our customers is important and whether directly to our engineers, or as part of a survey it is always appreciated.
