SUPPORT SERVICES
Our Customer Support.
Our customer support team is on hand to ensure you receive the support you need. Supporting over 300 customers in 33 different countries across the globe, we understand how important having access to help is when you need it.
Our Support Services
Choosing Scope Systems means you get outstanding support from our experienced consultants. Our customer support consultants all have extensive knowledge of Pronto Xi and have access to our specialist consultants for higher-level enquiries, infrastructure support, and other product support. We offer a range of support options to suit your needs, no matter where you are in the world.
Our support services allow you to control who can lodge a support ticket so that there are no surprises, with each support ticket request is cross-checked against your approved list.
Ad-Hoc Services
Our ad-hoc service support is handy for customers who have their own internal support but just need some extra assistance for more complex issues or to assist in overflow support. We offer convenient blocks of support hours that you can pre-purchase to make things easier for your team. Or, if you prefer, you can access our services whenever you need them.
Managed Services
Our Managed Services are designed to streamline your support services for ease of use. Our comprehensive packaged service offering gives you peace of mind in knowing what services are covered.
Our managed services eliminate the hassle of individual support ticket billing. Instead, it simplifies your monthly billing process by providing you with a single, fixed-amount invoice. This streamlines your financial management and lets you focus on your core business, knowing that your software support is well taken care of.
| Managed Services - Key Inclusions |
|---|
| Pronto Xi user administration |
| IBM Cognos and QlikView license and user administration |
| Release specified Database System Locks upon request |
| Pronto Xi printer queues and management |
| Investigate and resolve incidents relating hardware Pronto Xi is hosted on* |
| Investigate and resolve Red Hat Linux operating system issues associated with Pronto Xi* |
| Apply Pronto Xi Patches as required to resolve a support incident |
| Investigation of failed system backups as performed by the customer** |
| Investigation and resolution of failed Pronto Xi nightly integrity processes** |
| Investigation and resolution of all Scope Systems customisation support incidents |
| Perform a Company Dataset Data Restoration from the Customer’s data backup |
| Provide system configuration information requested by the Customer’s auditors |
| Audit assistance |
| Investigate system integrity issues identified by the Nighty Integrity Process, and guide the customer on resolution |
| Perform copy of Live company data to the customer’s test environment or to a test company in the same environment |
| TrueForms configuration changes |
| Pronto Xi API administration |
| Discuss and creation of Customer’s proposed Data Fix or Data Extract if issue is related to a bug in Pronto Xi. |
| Proscreens modifications |
| Ad hoc data fixes where issue is related to a Pronto Xi bug |
| Ad hoc data extracts |
| Scope Systems representative to attend online Change Approval Board (CAB) meeting for Pronto Xi related system changes. |
| Discussion and creation of a Customer’s proposed Data Upload Template |
| Uploading of a Data Upload Template. |
| Create a new Shell Company in an existing Pronto Xi environment. |
*IaaS and SaaS customers only
**If the customer has a server monitoring agreement with Scope Systems
For a full list of our Managed Services inclusions and SLA details, please get in touch with your Scope Systems Account Manager.
Want to find out more?
To find out more information about our Managed Services, send us a message through the form below.
Need to request service support?
Submit a support ticket through our online portal.