BAC operates a service desk
which is available to customers with one of our software products,
that are covered by an annual
licence agreement or a specific support agreement. The service desk
normally operates on working days between 9:00 am and 17:30 pm, but
some customers have support agreements that provide cover outside of
these hours.
We have a remote connection to most customers, which we can use to diagnose problems and provide
solutions without the need to visit customer sites.
The support covers general enquiries about the use of the
products plus the resolution of errors and suspected errors. If you
need to use the service desk for any reason please use the following
procedure, this will help us to help you.
1)
Always contact the service desk, not a particular person.
Individuals may well be out of the office, the service desk personnel
will analyse your call and use the best resources available to
resolve your problem.
Most importantly, once your service desk call
is logged properly we can track its progress, if your call is to an
individual this may not happen and your problem may not be resolved
in a timely fashion.
2)
Prior to logging your call please read the relevant section
of the manual and think through the problem so that you can give a
clear description.
3)
Have you had the same problem before ? If so do you have a
note of the previous solution ? Have you tried that solution ?
4)
Make an accurate note of any error messages that are displayed.
5)
Complete all sections of the
Support Fax Form or Email the Service Desk
(please see below).
Clearly state the urgency of your problem in the "Fix Required By" section.
6)
If faxing, send your form to BAC on +44 (0)1908 641034.
Once your query has been received, your call will be entered onto our
service desk system which will allocate you a call number and fax or email
back a reply stating the call number.
The service desk personnel will contact you within four working hours
(for calls that are stated as needing urgent attention we will always
try to respond quicker than this), to agree a plan of action and a planned fix time.
If at any time you need an update on a call, you can
call the
service desk directly on +44 (0)1908 366066, quote the call number and you
will be given an update.
Please try to use either the fax or email
method of raising service desk calls,
it allows us to respond to you more professionally and it ensures
that you gather the necessary evidence before making the initial contact.
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Technical support - service desk enquiries for our products.
