eye-share Support

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Get help when you need it with eye-share Support!

Continuous support and monitoring is crucial for any business wanting to succeed in a constantly growing and increasingly demanding market. It helps employees to avoid unexpected operational disruption to their systems and downtime and errors that could lead to serious consequences for any business are minimised. Having a support agreement in place increases the chance of success throughout the organisation.

Key functions

  • Access to our support centre
  • Follow-up and tracking of all issues
  • Predictability with regard to costs
  • Priority as a support customer
  • Guaranteed response times for certain issues (SLA requirement)
  • Less administration
  • Troubleshooting and rectification
  • User support included

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Different needs
The right support is so important to your success that it should be available whenever you need it, any way you need it. That is why we offer all our customers professional help through eye-share Support.

Eye-share’s standard Support Agreement represents the most economical version of our technical user support, helping your employees on a day-to-day basis. However, we know that different businesses have different needs, which is why we are offering an addition to the standard agreement and a range of optional extras in order to meet each individual business’ needs for support. It is thus up to you to decide what level of support your business needs.

Please see the list below for a more detailed overview of what is included in the standard agreement and what optional add-ons are available.

eye-share Support – Standard agreement

  • Access to support consultants via the Internet or telephone
    Support is available eight hours a day, five days a week, from 08.00 to 16.00 (Norwegian time) via our support system quick-share, email (support@eye-share.no) or phone +47 480 19 750
  • Eye-share web based support: Electronic self-service login, tracking and issue management
    Support issues can be registered in our web based support system at any time and all related information is logged and made available to you and eye-share’s experts
  • User support
    Get answers to all your eye-share questions
  • Troubleshooting and rectification
    Our consultants are there to help you if something goes wrong
  • Fast technical response
    When you report an issue of critical importance to your production, we guarantee you a response within four hours
  • Remote connection for diagnosis
    In order to be able to support you on various matters, our consultants are able to connect to your system remotely to assist and help you solve the problem
  • Priority
    We prioritise customers with whom we have support agreements. In addition, cases are prioritised based on importance and rush assignments are given top priority
  • Proactive communication
    Quick-share gives you access to up-to-date information about the eye-share software, new versions, tips and ideas, documentation, etc

 

Optional add-ons to the eye-share Support Agreement

  • Extended opening hours
    Support is available through our helpline from 07.00 to 20.00 Monday to Friday (CET)
  • One point of contact
    A dedicated Eye-share consultant will handle and follow-up all issues relating to you as a customer
  • Continuous installation of hotfix and upgrades
    Eye-share will provide information on and install all service packs, hotfix and upgrades as these are released. This is included in the agreement and ensures that our customers’ software is always up to date
  • Audit and optimization of operating environment
    As part of the agreement, qualified Eye-share consultants will perform an audit and optimisation of the operating environment once a year, the results of which will be documented in a written report