Customer support department deals with all requests that are correctly reported. It is organized in such a way that it enables:

Each user must be authorized by their company in order to access support department. Scope of authorization also determines types of order that can be submitted by each user. Thus, some users are authorized for the reporting of incidents only (non-compliance in the software, failure of software,...) and others for the change requests (upgrading, changes in the software, correction of user errors,...)

Incidents and change requests can be submitted via three channels of communication:

It is desirable that all incidents and change request are submitted directly to the Helpdesk. If access to Helpdesk is not possible, than all requests should be send via e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Requests submition via phone is possible only in the case of unavailability of both communication channels mentioned above

User can monitor the status of each order or, in case of such authorization, all orders that were submitted by their company. Users are notified about change of status within Helpdesk and via e-mail. When a proper soultion has been found we will inform you and ask you to confirm or reject the solution and evaluate the work of support personel and quality of their service.