Services

Support

Ecosystem Professional Services

DELIVERING THE HIGHEST LEVELS OF CUSTOMER SERVICE

The continuing satisfaction of our customers is vital to the success of our business, and every member of staff at Resolve is committed to delivering the highest levels of customer service. The growth of our business rests upon on our ability to service our existing customers and to establish partnerships with them to ensure that Resolve continues to meet their ever evolving business requirements.

We will monitor your system and offer suggestions for optimal use. Our team will also provide on-going support to ensure that all your questions and issues are handled in a timely manner. Resolve provides unlimited email and telephone support during normal business hours.

SUPPORT DESK

STANDARD SUPPORT DESK HOURS

8.30am – 5.00pm AEST business days
Support outside these hours can be made available if necessary by prior arrangement.

CONTACT THE SUPPORT DESK

Email
Please direct all Support Desk enquiries to: support@resolvesoftware.com.au

Phone
Australia: 1800 50 52 54 (Toll Free)
New Zealand: 0800 766 874 (Toll Free)
International: +61 3 8831 8900

ON-SITE SUPPORT

An important aspect of Resolve’s implementation services is the provision of on-site support during deployment. This support provides a valuable adjunct to the skills accumulated by the customer during the project. Our experience is that a detailed understanding of the benefits that will accrue from a Resolve implementation only really start upon going live. The on-site access to support means that queries about fine tuning the application and refining processes and procedures can all be addressed instantly.

NEW RELEASES AND PRODUCT UPGRADES

Resolve regularly releases version upgrades with new features and functionality. The new features are usually implemented as a result of direct feedback from the community of Resolve users. The Annual License Fee gives Resolve customers access to these upgrades free of charge, direct from our secure website. The upgrade process can either be carried out by the customer, with free advice from our Support Team. Alternatively, based on fee for service, Resolve resources can be scheduled to perform the upgrade. This is a particularly useful service for customers wishing to have configuration changes to Resolve implemented at the same time.

ADDITIONAL SUPPORT

Additional ongoing support services are available on a ‘fee for service' basis and include:

  • Resolve University Training
  • Configuration Changes
  • Implementation Reviews
  • Custom Development
  • Custom Report Development
  • After Hours Support