Mardak is highly committed to providing outstanding product support.
MCA was designed and written by Mardak Ltd, so we are therefore most qualified to maintain and support the application software. The software maintenance includes the following:
- Access to the service desk
- General package updates and enhancements
- Correction of any errors in the programs
- Any legal, fiscal or statutory legislation affecting a module
- All tax rates, national insurance rates/bands, VAT percentages etc. are held on parameter files for easy user update
Telephone support for queries on operational aspects of the system is available from 9.00am to 5.30pm Monday to Friday excluding Bank Holidays. VPN support is mandatory, charges associated with the use and connection of the VPN is the responsibility of the client.
The maintenance charge does not include situations beyond the control of Mardak Ltd such as disk full situations, operational errors etc., assistance with these is provided at a daily rate.
Mardak’s Support Department has been set up solely to be the first line of support for all clients’ queries or problems that relate to their MCA installation. These can range from basic operational queries to hardware and software errors.
In a client satisfaction survey (May 2007) 100% rated Mardak’s support as Excellent/Good.
Below is a list of services available from our Support Department:
- First line telephone / e-mail / fax support for application queries
- Remote problem diagnostics
- Fault logging and reporting
- Supply of priority solutions via VPN
- Product enhancement logging
- VPN tests
- Notification of fault fixes
We must stress the importance of access to your site via a VPN connection in order that we can access your system. Many queries can only be effectively dealt with by `hands on' access to the data and/or program concerned. Whilst we will endeavour to provide `telephone only' assistance where VPN access is not available, a problem could take considerably longer to investigate and may require a site visit. In certain circumstances this may be chargeable.
In the event of a priority software fault being reported, it may be possible to supply a solution directly from one of our machines, via a VPN connection, to your site. This significantly reduces the time between a fault being reported and the solution being implemented and negates the need for a tape or CD being prepared and posted to you.
The support team use standard Microsoft tools such as “remote desktop” to assist their understanding and ability to deal with any issues or queries immediately. This also enables our clients to observe and interact with the support team during the resolution of issues.
Over 90% of support requests are responded to in a maximum of 2 hours.
Support can be requested using the following methods:
- In-built support request in Mardak Construction Accounts (sends request directly to the support team, including company and contact details including any error messages displayed by the system)
- Online at www.mardak.co.uk using the client support request
- By telephone