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OfficeSpark has a dedicated team of developers, support staff, engineers at hand to assist any support questions you may have. One thing you will notice when using OfficeSpark that it is extremely strong and does not crash like traditional client installed applications.
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| Helpdesk |
| The OfficeSpark helpdesk is open from 9am to 5pm GMT. Here you can talk to our knowledgeable staff. They can help you either with configuration or general application use. Staff can also perform any actions you feel that are tricky or would prefer our staff to carry out.
For emergencies after these hours we have an emergency service number to ensure emergency situations are always covered. You can also e-mail support@officespark.com for assistance.
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| Backup |
| OfficeSpark is backed up every 15 minutes to a secondary production server located at a secondary site. Backups are also made on a daily basis to tape and stored off-site in a secure safe.
In addition to the above, backups are also made on a daily basis to a third site on a third standby server.
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| Bugs |
| Any bugs found in the software are fixed on the same day. |
| System Availability |
| Our system is 98% guaranteed to be available. This is due to the high quality bandwidth and added redundancy infrastructure we operate. We use a 2Mbs bursting to 100Mbs pipe to host our service. Our secondary 15 minute replicated production server along with the above mentioned features makes our solution one of the toughest available on the market. |
| Scheduled Maintenance |
| Maintenance is performed on Sunday. Any periods of outages are reported 2/3 days in advance to customers. No maintenance is performed within business hours.
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| Customer Notification |
| Service outages are notified to clients 2 to 3 days prior to the event. |
| Security and Privacy |
| For detailed information about our security and privacy policies please refer to our security document. |
| Documentation |
| A user reference manual explaining functionality is available. From time to time new user manuals will be published and released to clients via e-mail and also through OfficeSpark.
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| Internet Explorer |
| We suggest you use the latest version of Internet explorer with application of service packs as directed by Microsoft. From time to time we suggest you clear your cache to ensure smooth running of your browser and to experience the latest OfficeSpark application up-dates. |
| Data Imports |
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OfficeSpark staff can perform data imports but this is charged on an hourly basis. Users have ability to import their own data via CSV files using the import functionality. |
| Training |
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Training is provided to clients on site. We charge travel and any accommodation expenses that are incurred. Training is charged on a daily basis. For prices speak to your OfficeSpark representative. |
| Upgrades |
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Upgrades are performed on the system automatically. For clients to experience the latest functionality they simply need to clear their Internet Explorer caches. This can be done by selecting within Internet Explorer: Tools -> Options -> Internet Explorer -> Delete Files -> (Check the "Delete all offline content" box) press ok and press ok again. |
| Report Writing |
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New reports can be generated within 48 hours. This is chargeable unless the reports are generic and may be useful to other clients. |
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| 3G is a new high-speed mobile network service that delivers new powerful features directly to any 3G enabled device, providing access to the internet at broadband speeds and giving you video conferencing, gaming and much more.
3G combined with OfficeSpark allows a user to be 100% mobile without loss of services like Sales Tools and important data that you would normally otherwise miss out on with other combined mobile solutions. |
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