Log a Support Call
A comprehensive and advanced international support infrastructure has been built by AccTech to ensure our customers enjoy the levels of support they demand. The first level of support is to our South African office by means of a URL, phone call or e-mail. Our support desk will establish the severity of the support issue and accurately describe the problem. Should the support desk be unable to resolve the issue immediately, the issue is assigned to the closest consultant to attend to the issue at your premises. This support consultant would typically be based within the country of installation.
SA National Client Care number: 012 640 2800 or email email@example.com
International client please contact us on: +27(0) 12 640 2600
Public Holidays & After Hours
SA National Client Care number: 082 440 1454
International client please contact us on: +27(0) 82 440 1454
The procedure for logging a support call is as follows:
By telephone number +27 (012) 640 2600 asking for the AccTech Help Desk. Should you have an internal system where calls are logged provide your call/ticket/reference number. The AccTech Help Desk will also provide you with a Service Tracking Identification number;
By e-mail to firstname.lastname@example.org describing the support requirement. An e-mail response will be sent to you providing the Service Tracking Identification number.
At this stage these are the vehicles available for formally logging a service request. We do however ask that you not phone consultants as they do not currently have the ability to log the calls at the help desk. Consultants are busy most of the time and cannot always attend to a problem and although they are eager to help they might forget to call back. We want to ensure all calls are centrally logged and followed, so we can improve our service to you our clients!
Here is some basic information required for proper call logging:
- Customer Name
- Contact Name
- Contact telephone number (this is to confirm the information we have on our system)
- Product Name (Example Sage ERP Accpac, D-Bit, eWorkflow)
- Edition and version (Example Version 5.2, 5.3, 5.4)
- Operating System (Only required if you are on versions prior to 5.2)
- Type of database
- Example Pervasive.SQL or MS SQL
- Description of the fault including any reported error number and description
- Please also note the Severity of the call: High, Medium and Low
*Support calls will be queued and handled in the sequence of the client’s SLA status.