We recognize that efficient and effective support service is the key for a successful project. It also constitutes a critical factor for the software provider selection process. As, a result CYCOM pays crucial attention and gives emphasis in the provision of support service, as we consider it the most important factor for having and retaining satisfied customers.
Under the Annual Maintenance Agreement customers enjoy the following support services:
- Upgrades to new versions: Delivery and Installation of software upgrade and conversion of data.
- Defect corrections (Patches): Delivery and Installation.
- Technical Support: Services provided online or on-site.
- Telephone HELP DESK: CYCOM Help Desk: +357 22 470 000.
Every day, a support consultant is assigned to serve the calls made by customers. The HELP DESK operates during normal working days and hours (excluding Public Holidays) as follows: Monday, Tuesday, Thursday and Wednesday, from 08:00 – 13:00 and 14:00 -17:30, and on Friday from 08:00 to 14:00.
- Training and Implementation: Services provided on-site at the normal hourly rate.
- On-site Technical Application Support: Under the Gold Maintenance Scheme, this service is free of charge. However, under the Silver Maintenance Scheme, this service is provided at the current hourly rate.
- Traveling expenses: Under both Maintenance Schemes, this service is provided free of any charge.