Through our Support Agreement we provide fixes to any problems encountered in the software.This agreement also provides for on-going updates and assistance with use of the system for Supported users. We release up to two new versions of the software every year which contain new features and improved processing/error checking.In addition these releases may include key new modules or major features that may be purchased if required. Your software is updated with no additional charge as part of our Software Support Agreement.
Staff operate direct support phone lines and attend to incoming emails.Support staff provide assistance as required using our policies related to up-scaling incidents, all of which are logged in a central support database. Confidentiality of our information and our client’s information is important to us. We encourage innovation and initiative. We have integrity when dealing with colleagues and staff, clients and suppliers.
Examples of issues we handle:
- System messages - guidance in operator responses
Assistance with standard system procedures
Investigation and solution of potential system errors
Crystal Reports support for client custom reports (approx 15 minutes per support item for third party incidents)
Supported user videos:
The Synergetic video channel also contains useful videos regarding supported users and how support incidents are prioritised and handled. We highly recommend all supported users to go through these videos.
The videos can be accessed at https://vimeo.com/channels/synergeticsupportedusers
Support Desk and Help Line
Our friendly support staff provide assistance to over 1000 Supported users across leading educational institutions throughout Australia, New Zealand, Singapore and the Middle East.
There are several options for contacting Synergetic Support:
- Log a support ticket
- Support phone: +61(3) 9803 8111 (Monday – Friday (7.00am to 6.00pm AEST))
Development and enhancement of applications
In response to the evolving system needs of clients, resources are dedicated to ongoing software development and enhancements to modules. The support agreement provides client schools with software feature upgrades. Major releases are typically twice per year. You must maintain licenses of the current version of other associated software such as Windows Server, Microsoft SQL Server and Crystal Reports. If new versions of this software, particularly SQL Server and Crystal Reports become available, you must upgrade to these new versions as advised. We will notify you as soon as these versions are announced and released, to enable you to plan their implementation.
Comprehensive release notes are provided with upgrades.
For on-site support please refer to our training page.