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What if I have problems with TEAMS? What is your support process?

We have a team of professionals to guarantee support at all levels. We have a web based support centre where our clients have an individual and confidential client site where they can log any issues.  Clients are able to log questions and issues and the support team are notified immediately.  From there your support question/issue is allocated to the correct team who then follows a stringent support process that matches our Service Level Agreement support times.   Levels of priority for support issues are as follows:

  • Critical

    (an issue that stops you from using TEAMS or a process within TEAMS completely, there is no work around at all) – fixed immediately (within 4 hours) – for a critical emergency, please don’t send an email, instead you MUST contact Software Dreams support staff on 1300 850 585. 

  • High (an issue that stops you from using a process in TEAMS but there is a workaround) – within 48 hours the issue will be fixed – you MUST log these issues in the Customer Support Area.

  • Medium (an issue that is not stopping you from using TEAMS but is not an improvement or suggestion) – within 5 working days the issue will be fixed – you MUST log these issue in the Customer Support Area.

  • Low (an improvement or suggestion changes for TEAMS but it is not stopping you from using TEAMS) – will be scheduled for the next version update – you MUST log these issues in the Customer Support Area.

Each issue/question entered in the Customer Support Area becomes an ‘action’ which is allocated a unique action ID #.  You will be able to view the status of these actions and any comments/answers we enter as ‘journal entries’. If you are not happy with the changes/answers we have made for an action you may make notes against the action to let us know what you would like changed and that action will be added back into the support queue for revision and changes.  For more information please see the Software Dreams support process document.

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