We recognize that efficient and effective support service is key for a project and also that support service constitutes a critical factor for the software provider selection process. As, a result CYCOM pays crucial attention and gives emphasis in the provision of support service, as we consider it as key for having and retaining satisfied customers. Customers which have active Annual Maintenance Agreement have the right to the following support services:
• Upgrades to new versions: Delivery and Installation of software upgrade and conversion of data (for same systems only)
• Defect corrections (Patches): Delivery and Installation
• Technical Support: Services provided online or on-site
• Annual Preventive Visit
• Annual Review Visit
• Telephone HELP DESK: CYCOM Help Desk:: +357 22470000.
Every day, a support consultant is assigned to serve the calls by customers. The HELP DESK operates during normal working days and hours (excluding Public Holidays) as follows: Monday, Tuesday, Thursday and Friday from 08:00 – 13:00 and 14:00 -17:30, and on Wednesdays from 08:00 to 14:00.
• Training and Implementation: Services provided on- site. Under both Maintenance Schemes, either Gold or Silver, this service is chargeable at the current hourly rate.
• On-site Technical Application Support: Under the Gold Maintenance Scheme, this service is free of charge. However, under the Silver Maintenance Scheme, this service is provided at the current hourly rate.
• Traveling expenses: Under both Maintenance Schemes, this service is provided free of any charge.