At Axiom Software we understand that every day, your business depends on our systems performance and reliability and our software development team works hard to insure you’re successful. However, at that critical moment when something doesn’t go as expected, regardless of the reason, you need someone who you can call to get answers. In these cases, email doesn’t cut it. You need help now! We understand that. Our support team is there to help you through those moments.
The Process
In the event you encounter a problem or have a question, which can’t be answered using the system’s context sensitive help, an Axiom support specialist is just an email or telephone call away. Or, log-on to our website, www.axiomsw.com, and enter a support request directly into our system. Regardless of how you contact us, a support specialist will get back to you within hours.
The Axiom team of support specialists is dedicated to providing the best support the software industry has to offer. Our specialists are system experts and most of the time can solve your problem or answer your question immediately. If not, by our team of application specialists and software engineers can get “under the hood” and “probe the code” to see what’s going on. Our specialists can use a number of techniques to assist in solving your problem including:
- Remotely connecting and logging into your system and attempt to duplicate the problem.
- Remotely connecting and watching you use the system.
- Remotely connecting and interrogating your database to identify the issue.
- Using our own internal test environment to exercise the system and try to duplicate your issue.
Call Log System
To manage our support process, we have developed our own proprietary call log system to log, track, and manage the support process. In this system, each support issue or call is logged. We define the client commitment, track each action, and manage the timely handling of the support issue. This system helps us understand and manage our commitment to you in resolving each issue. The system also allows us to keep you in the loop with integrated e-mailing and tracking capabilities.
The Call Log system is integrated into our software development process as well so that in the event that a support request results in a software development task, information is immediately available and actionable by our software development team.
Click to view the call log
Closed Loop Systems Support and Development
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At Axiom, when clients speak, we listen. This is especially true after your installation is complete and you enjoying the benefits that EPDS/FDS has to offer. When we hear back from you through our support team, we listen and learn. We then study and disassemble each issue. We ask ourselves:
- What could we make it better?
- What could we do differently?
- What could we so that no one else will have this problem?
We look at the system and determine how the system could be re-worked so that it is easier, clearer, and better for the end-user. We look at all aspects of the system design, such as process, terminology, screen layout, and system logic. Then we focus on the context sensitive help system and how it could be supplemented or improved.
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