PaperClip Software offer extensive support to its customers. This article defines the minimum expected support that you (our customer) shall receive from us in accordance with the Software as a Service Agreement.
Customers shall receive support through the following means:
- You can telephone us on: 0333 102 0300 - Customers can contact our office within the hours of 9am and 5pm Monday - Friday excl. Public Holidays. Any requests for technical support in all instances will receive a response at the point of contact or within 8 business working hours (as defined above).
- If you have an urgent request you can contact us out of hours, ieaving a voicemail messag.
- You may request support using a "Support Case" for any reason via your Software (The Software: PaperClip) by selecting "New Support Case" on the left hand menu of any page.
- You can E-Mail us your request or question at any time via our E-Mail address which is: support@pclip.net
- Where applicable we also operate a live support "Instant Messenger" chat system. This is available from the home page of our website www.pclip.net or from the bottom right hand corner of The Software. Should this be offline at any time you may leave us a message by clicking the same button.
- We will endeavour to respond to all queries within our 8 hour Service Level Agreement target. In some instances this is not practical due to external influence or exceptional circumstances. We cannot be held responsible should this occur.
- The internal global message system will provide advice and notifications where and/ or when relevant. These are shown as a box in the middle of your screen within The Software.
Training
- Training videos and guides are available from our website As the software is ever evolving the videos may appear dated, we endeavour to ensure these are maintained when possible.
- PaperClip offers complementary training events to our customers at various venues throughout the UK. These are normally advertised on our website or by your primary contact E-Mail. Whilst training is free, you may sometimes be required to pay a nominal contribution towards beverages and lunch.
- Remote telephone support is also available on request and is subject to availability, this service is only available to UK landlines (01, 02, 03). This can be requested using our contact details above.
- Customers can receive on-the-fly guidance to cover the software via the normal support means.
- Further training specific to your company can be requested but may be subject to a consultation charge.
Note
Training is offered to our customers free of charge unless otherwise stated, the training provided has no influence on the Software as a Service Agreement and the customer is expected to use reasonable skill in order to familiarise themselves with The Software. Under no circumstances are we liable in the event of a Customer being unable to fully utilise the system or any loss of business associated with insufficient training.
Software as a Service Agreement is defined as the contract signed between you and us.
Service Levels
Our support is provided on a graded basis in order to determine the severity of the request.
- P1: Critical - Business cannot function normally
- P2: Severe Disruption - Product has failed and is causing operating problems for clients business
- P3: Problematic - Product fails on a regular basis or problems occur with specific functions
- P4: Non-Critical - Occasional product failure that can be worked around without disruption to client business
- P5: Information - No direct disruption to clients business
During busy periods your messages will be subject to the above prioritisation instead of the 8-hour SLA.
