Support

With installations in many diverse geographical locations and time zones the Aperta applications have been designed with ease of support built-in.

The applications are instrumented to ensure that if a problem is encountered it can be diagnosed and resolved in the shortest possible time. Aperta also trains local representatives extensively in the initial support and investigative techniques required for the applications; this ensures a quick response from technically competent staff locally to provide the first and second level support functions.

Support to keep the installation functioning operates at three levels:

FIRST LINE

Customer staff are trained to be fully equipped to identify, investigate and resolve day-to-day issues with the hardware and software, to ensure smooth operation of their check or remittance processing facility. In the unlikely event that this fails to resolve the issue, the problem can be escalated.

SECOND LINE

Aperta support staff are fully trained in the system software and use Aperta investigative tools and techniques to interrogate the applications to quickly identify and resolve the problem or, if necessary, to escalate the problem for Third Line support.

THIRD LINE

If the two stages above fail to resolve the issue Aperta personnel will determine the best way to solve the problem and stay with the issue until it is fully rectified to the total satisfaction of the customer.

Please contact support should you require further information at support@aperta.com or by phone on +44 (0) 1236 733 300 Ext 100.

Our aim is to provide a first class customer care programme. Delivering excellent customer support service and building close relationships are paramount to both your success and ours.

We recognise the value of customer loyalty, and strive to improve our service all the time. Our goal is to meet your requirements by resolving any issues that may occur quickly and effectively.

The Aperta Customer Support team is responsible for providing both software and, where applicable, hardware support in accordance with the customer’s Service Level Agreement (SLA). By building a close working relationship with our customers, Aperta gains a greater understanding of customer needs and expectations.