Call Resolution. We close a call when we have confirmed with you that the call is resolved. A call is considered resolved when: . The problem is known not to recur or the defect has been rectified. . The apparent problem has been found to not really exist -- a misunderstanding or short term difficulty has ceased m exist. . The call occurred because of user inexperience and this is in the process of being rectified. In this instance. Forte strongly recommends the user attend the appropriate Font Training course, Making Test Cases In the process of diagnosing your problem, you might need to create a test case, especially if you think you have found a defect in our product. Please make the test case as small as possible and design it for portability. A test case should not include an entire application. It should be a subset of the application code -- for example, five to fifty lines -- and contain a small amount of data. In the come of narrowing down the problem, you isolate the code that causes the defect and you might realize that the problem is not a defect, but rather user error. When the Technical Support Specialist reports to Forte Engineering, the test case helps to ensure that when a fix is made, the fix will address your specific problem. Any changes to our code will be tested against your test case,
Call Resolution. G7 shall endeavour to provide the following resolution of reported faults by Off-site Services: FOR LIVE SYSTEMS AND BAU URGENT HIGH MEDIUM LOW Application System Down/Agreed Business Critical Process not working Important Business Process not working Operational Process Not working Minor bugs, faults or loss of some functionality Unit4 ERP software is inaccessible or a mutually agreed business critical feature is not working, and no work around is available resulting in the customer not being able to continue their normal course of business An important business process is not working causing major inconvenience, but the customer is not prevented from carrying out their normal course of business A feature of the system is not working causing the customer some, but not major inconvenience Minor issue Response – 1 hour Response – 1 hour Response – 1 hours Response – 4 hours Resolution – 4 hours Resolution – 1 day Resolution – 3 days Resolution – Within such a period as is reasonable in the circumstances or as agreed with the customer FOR TESTING ASSISTANCE – TARGET RESOLUTION TIMES HIGH LOW Important Business Process not working Operational Process Not working An important business process is not working causing major inconvenience, but the customer is not prevented from carrying out their normal course of business A feature of the system is not working causing the customer some, but not major inconvenience Response – 1 hour Response – 1 hours Resolution – 1 day Resolution – 3 days In certain circumstances the identified resolution may require the call to be routed to a more suitable third party, for example, the Software Owner’s Support Centre.
