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Our Standard Support package includes, the Standard Support software agreement levels with:-

  • Cognos for Business Intelligence & Enterprise Planning, and/or
  • DataMirror, plus the following value added services.
  • A Freephone Helpdesk number is available, via which we co-ordinate and progress problems via our dedicated Help Desk team.
  • A Helpdesk Portal is also available allowing registered users to keep up to date on current and historical cases that they have logged with Simpson Associates.
  • The helpdesk is supported at first level by full time, accredited consultants whose sole responsibility is delivering customer service.
  • Our team has access to the wealth of experience within Simpson Associates personnel and supplemented at second level by Cognos and DataMirror.
  • For all our Cognos and DataMirror customers, access to the respective Cognos/DataMirror support web sites and the extensive knowledge base is provided.
  • In addition to product and implementation knowledge, Simpson Associates provides value added services and an understanding of the customer environment, further accelerating the resolution of calls.

Remote support facilities using WebEx (a secured Internet based connection) are available. This allows the support analyst to see the issue first hand and take control of the users PC by agreement, via a secured connection, to resolve issues. The use of Webex has enabled us to significantly reduce the time to resolve cases by over 30%.

Our helpdesk can be contacted as follows:

Freephone: 0800 389 8636 Email: help@simassoc.co.uk
Helpdesk Portal: http://helpdesk.simassoc.co.uk
Website Help Form: www.simpson-associates.co.uk/customerservices

Access to our Webex Website is provided at https://simpson-associates.webex.com