Keeping your Coda solution running smoothly

Coda Support is available to all customers and users of Coda products. It helps you to achieve the levels of systems availability and continuity that your business requires. Standard support is available for the entire line of Coda packaged software and consists of:

• access to the Coda Support website
• telephone support
• access to continuous software improvements

The Support website

Our Support website gives you immediate access, amongst other things, to the Coda knowledge base, allowing you to take immediate action, 24 hours a day, 7 days a week, to remedy a wide variety of support-related issues. With many years of successful problem resolution, it is likely that the solution to your problem already exists.

With this in mind, you can search our knowledge base for answers to previously resolved support issues. Latest product and support news is posted as it happens and you can opt to be alerted via email when any new items of news are added.

Support calls can also be logged via the site and will be routed in the same way - with the same level of priority as a call logged by phone - to our teams of professional Support Analysts.

The Support website contains all the latest information about the suite of Coda products and is presented in an easy-to-follow graphical format, enabling you to quickly find information by version. You can log problems to be answered by the same Support Analysts who operate the telephone support. You can also update a call or just track its current status. Plus, it gives you access to useful documentation and details of other services and events such as training courses and consulting days.

Telephone support

Your local support centre is just a phone call away, where you have access to our highly trained and professional Support Analysts during normal business hours (varies by location).

Specialist Support Analysts are picked not only for their customer services skills but also have the knowledge and experience to assist you with a timely resolution to your support issue or problem. To ensure a highly efficient and effective resolution to your problem, our Support Analysts work within professional guidelines and will:

• respond to your call(s) within targeted guidelines
• take ownership of your call for support
• provide ongoing communication regarding the status of your problem, if it cannot be resolved immediately.

You can contact Customer Support by calling 0845 365 2632.

Continuous software improvements

As a customer, you have free access to all the continuous improvements made to Coda software. It is your portal to all extensions and improvements to functionality over time. Upon request, you can receive interim code fixes, patches, updates, upgrades and new releases.

Premier Technical Support

Our Premier Support enables you to fully optimise the availability and efficiency of your Financials (or Dream) environment. As an extension to our standard support, this service helps you identify and address potential risks, before they become problems.

The service also provides key operational benefits such as:

• Users no longer need to rely on IT resources for essential checks and administration

• IT resource can therefore be re-allocated to other important jobs.

• Premier Support reduces the need to worry about recruiting/ keeping specific skills when individuals leave

• Sickness or holiday cover is also no longer an issue.

The service has been specifically designed to provide the necessary controls required to ensure that the efficiency and performance of your Financials (or Dream) system is achieved with the highest degree of availability, thus empowering users to manage the environment and achieve maximum benefit from their investment. The service allows you to:

• maintain system integrity
• deliver an effective working environment
• optimise system performance
• ensure application availability
• empower customer management.