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Services for New Customers
As a supplier our number one priority is to deliver complete customer satisfaction. To achieve this we have to match delivery with expectation and do so with the qualities of skill, knowledge and integrity.
The consultants you will meet during an installation of our solution are specialists in their field with a minimum of eight years’ service delivering solutions to a satisfied customer base. This continuity will be important to you as your requirements change and you engage with us over the life of your system.
Scoping & Planning
A Scoping and Planning meeting is an essential part of a successful implementation. It provides both parties with a full understanding and agreement of your precise business rules and IT requirements.
Participants in this exercise include those with a clear knowledge of the working patterns and attendance business rules and usually include a payroll representative. If set-up data from existing data sources is to be imported we will advise on the format and content of this data.
An output from the Scoping & Planning exercise is a document (produced by us) showing the agreed rules and other relevant information. You will be asked to ‘sign-off’ this document, which then forms the basis of the agreed deliverables. It is usual for the document to undergo one or more iterations before sign off. Our charge for the Scoping & Planning exercise is usually limited to one day, although the actual time required by ourselves on-site and thereafter to produce the document is greater than this.
It is possible that the Scoping & Planning exercise uncovers business rules that are not catered for in the standard software. In the vast majority of cases we can write ‘scripts’ that modify the software’s behaviour to meet the new rules. The time, and any cost, of writing such rules is covered in the Scoping & Planning document, so that you can make the decision on whether to make manual changes or have them automated by the software.
Software & Hardware Installation
Our relevant specialists carry out software and hardware installation on the same day ensuring that the software and hardware are configured to work together.
We always involve a member of your IT team in the installation stage as it is important for them to provide the necessary access permissions to install the software and to advise in the case of any network communication issues relating to the hardware.
Prior to this day we will have advised you of the requirements for power and network connections that have become apparent during the Scoping and Planning exercise.
Training & Configuration
We allocate two full days for the training. These can be taken consecutively or separately. Many customers prefer to have their second training day at a later date, giving them time to absorb the information from the first training day and also to complete any rules, configuration etc.
Configuration comprises the setting up of some of your work patterns, costs centres, overtime rules, etc. We work with you on these items as part of the training process so you are equipped to make future changes yourself.
Many rules or requirements are accommodated within our solutions as standard features, others may require customisation by means of chargeable reports, scripts, exports or add-ins and for less common or exceptional requirements you may be advised to manage these manually.
If there are any working rules that cannot be accommodated within the standard software these will be highlighted within the Scoping document. Once the document has been signed off we will then provide a separate quotation for any bespoke work.
No bespoke work will be carried out until you have confirmed that you wish us to provide this work and have accepted the charges quoted.
Support Contract
The role of Vizual’s Client Support Desk is to respond quickly and efficiently to your queries and questions regarding software and hardware.
Our team are on hand 9am – 5.30pm Monday to Friday to help you with all general queries about software applications and tools, guidance on upgrades and new releases, registration of software errors and locating general information within documentation.
Our promise to you is based on key performance indicators which are;
- 60% of standard queries handled within the same day
- 75% of standard queries handled within 3 working days
- 95% of standard queries handled within 10 working days
Support is available for all of our solutions on an annual renewal basis.
Contact us with your requirements and discover the benefits of installing our system...
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