Services
Support
We at XMWeb view our customers as a collaborative partnership where all parties work together to
achieve a successful implementation. Accordingly, we have developed our support packages to provide
maximum value for our customers, so our customers can “increase their productivity and not their
workload™”
We offer two levels of service: Platinum, for those customers who require a more hands on partner,
and Standard.
Our Standard Support includes:
- Initial customisation of data fields within XMWeb
- Unlimited support calls
- 24 / 7 e-mail support
- Access to support through the XMWeb application
- 2 working day response time to support calls
In addition to all of the benefits provided by our Standard support package, our Platinum
Support package includes (but is not limited to):
- Four hour response time to support calls
- A dedicated account manager
- Online/Remote training
- Regular health checks to review usage of XMWeb and identify ways to improve usage
- Dedicated development time for new functionality design and customisation (20+ users)
- Post-implementation support (includes re-configuration where required)
- Ongoing administration of XMWeb post-implementation (until the customer is satisfied
they are ready to take over their administration)
- Consultation services to aid in ongoing development and customisation (20+ users)