There are two types of support:

Class 1. Individual issues: A one off support event that is usually of a training/experience requirement nature

Class 2. Global Issues: An update fails or a feature is not functioning as it should

Class 1 support is easily manageable as long as there is not a huge number of people requiring the services.

Class 2 support is like trying to put out a fire whist someone keeps switching off the water.

It is very hard for users to realise what the support situation is at any given moment so to make things easier, we have designed a support process.

1.  In a critical situation we will immediately post a notice about the issue at our support site

2. Enquiries will be re-directed to the notice

3. As soon as the issue is resolved, clients will be notified