QMASTOR provide clients with a suite of support services to guarantee the highest possible level of technical and business support. Our objective is to ensure that our information systems are adding the greatest value to your business through our network of skilled staff and partners.
Our commitment to long-term, managed system agreements demonstrates our commitment to our clients. We understand that in order to derive maximum return on investment from an information system, the solution needs to supported and aligned to the business over the full term of the technology lifecycle. QMASTOR systems are flexible and are designed to adapt to changing business imperatives as they arise. Our support model is reflective of this business reality.
QMASTOR managed system agreements include the following services:
Help Desk Support
The QMASTOR help desk provides immediate support response via telephone, facsimile and email during business hours. When additional support is required, a job request is instigated with clients receiving progress and status notifications until successful competition. A 24-hour direct support model is available for clients if required.
QMASTOR’s web-based customer service system Q-Link is available 24 hours a day to enable clients with the ability to submit incidents and work requests. QMASTOR clients receive a username and password to Q-Link and are able to login and create job requests as required. QMASTOR personnel access Q-Link daily to receive and resolve job requests. Q-Link provides status indications for jobs to enable clients to view the progress of their request. Q-Link is accessed through the QMASTOR website portal through the portal login page.
Service Level Agreements
QMASTOR’s support model deploys a priority based response and resolution system that provides customers with predetermined target resolution.
Account Management
QMASTOR clients are designated an account manager who acts as a central point of contact to manage the ongoing relationship. QMASTOR account managers have a thorough understanding of their respective clients operations including the unique challenges and operating environment that exists. The account manager liaises with relevant help desk and service delivery personnel to ensure client support requests are resolved. Further, QMASTOR account managers can provide clients with ongoing system and process improvement recommendations as required.
Training Services
QMASTOR conducts training courses on a regular basis to accommodate changing personnel and skill sets.
Clients have the option to attend our scheduled public training courses or if required we can customise an on-site training course to match specific requirements. To read more about our training courses click here.
Product Upgrades/Releases
As a market leader in the development of innovative bulk material technology solutions, QMASTOR continues to pioneer bulk commodity information systems design. Company policy ensures a significant percentage of annual revenue is reinvested in product research and development to further enhance and expand our solution suite.
Companies who partner with QMASTOR join a growing collection of reputable firms who benefit from the continual advancements and improvements to our systems. Licensed customers of QMASTOR‘s software who enter a Software Maintenance Agreement can receive the latest versions of their licensed software on an ongoing basis. Our flagship supply chain systems have been operational since 1987, therefore new clients benefit from the combined improvements in technology, functionality and economies of scale obtained throughout this period.
Enhancements
Clients can access additional services including consulting, system customisation and/or additional product feature development on request.