Helpdesk Client Support Agreement(CSA) An Accolade Client Support Agreement (CSA) entitles you to the following benefits:
- Level 1 Telephone Support
- Version & Service Pack Management
- Support Issues Reporting
- Account Management
- Product information
- Discounts
- Priority Service
- Newsletter
- After Hours Consulting
- Specialist Services
Available as either a simple monthly direct debit, or as a yearly amount, payable via direct debit or cheque, a Client Support Agreement is your insurance policy against the unforseen! Most problems encountered by Accolade’s customers are resolved with a phone call or email to the help desk. Should the problem not be resolved by the help desk personnel then as the holder of a valid Client Support Agreement we will arrange a consultant with practical experience, training and qualifications to come onsite to provide service. The rate charged for the consultant will be discounted and our standard call out fee would be waived. Your support request will be prioritised above problems from customers without a valid Client Support Agreement ensuring the quickest resolution. For more detailed information on Client Support Agreements, go to the Support Section of our website. Attache Fast Track Pricing Plan (AFTP) The Attache Fast Track Pricing Plan (AFTP) is Attaché Software's licensing and maintenance agreement. The AFTP is designed to keep you up to date with new features in your software as well as providing news and information about changes in goverment legislation, tax and reporting requirements. The AFTP also gives you access to a vast library of support materials, guides and documentation to help you get the most out of your software. - The AFTP is mandatory. If your membership lapses, it is assumed that you no longer use your Attaché software.
How the AFTP keeps you up to date: - Unlimited software upgrades
- Exclusive resources and support information
- Email news bulletins
- Newsletters
- Special offers
- Free replacement software
Consultants Accolade consultants provide installation, support and training for all Attaché products. Consultants can provide support by phone, by remote access to your system or on site. HelpDesk Accolade offers telephonic support to Attaché customers on a current CSA support plan. Accolade’s helpdesk is available from 9:00-5:30 Monday to Friday. Note from the HelpDesk - All Errors in Attache are reported in the following format:
Error 1234 on File 567
When such an error occurs, follow these steps: 1. Make a note of the Error Message
2. Call Accolade and Log the call
3. Reboot Server
4. Do a File Integrity Check
5. Wait for Accolade to call back with the next step
Errors have multiple causes and the potential damage would depend on the files that have been impacted.
Always have a nightly backup available (remember to test these backups on a regular basis to make sure that the restore works).
If you have Archive, use it regularly, as a restore from the Archive module is far easier that a restore from a tape backup plus, if you use Archive regularly through out the day, you will have lost less work if you need to restore.
It is strongly recommended that you do a File Integrity Check daily to make sure that your data is “clean”
Contact us if you want any more information on any of the above.
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