Support Services – U2A Solutions

Support.

After building and delivering your Software, we just don't walk away!

Depending on your preferred package, we provide a specialist, dedicated support for all the software that we develop. In rare cases, we provide support for the ones that we didn’t, providing we have all necessary information. 

Due to technologies ever-evolving, and requiring updates and upgrades, it is important that your software is well-maintained, so it continues to work the way it is designed to.

At U2A Solutions, we provide a range of post-delivery support packages to meet client requirements and budget via our online support portal. Our packages are based on time spent on actually troubleshooting and/or resolving issues. Contact us for a bespoke or rolling package if you require a more extensive support.

Basic

Basic level support package is our starter level of support. It includes access to our online case portal, to log an issue, monitor status of tickets and to manage your support package remotely. Initial response times are usually between 2-3 working days* and during UK office hours (9:00am – 5:00pm). Communication with client is primarily through the case portal/email.

Essential

This is our mid-level support package with a faster response time than the ‘Basic’ package – usually between 1-2 working days*. Communication is also primarily through the case portal/email; but with an extended response window of between 9:00am and 9:00pm.

Extensive

 

The Extensive package enhances both the ‘Basic’ and ‘Essential’ support packages with a same day** response service for clients with pressing issues affecting their services or product. In addition to communication via the online case portal/email, clients have access to a telephone response service from our advisors between 9am and 9pm*.

 

Example of support

 

  • Expert Advice
  • Bug fixing 
  • Software maintenance 
  • Software updates
  • Remote support

The Process

  • Email info@u2asolutions.com with your support enquiry 
  • Sign up to a support package
  • Access to online helpdesk system where you can log your support request
  • Our in-house dedicated support staff responds, solves the problem or escalate if necessary
 
 
 

We Built It,

We Certainly Can Look After It…