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SUPPORT POLICY & GUIDELINES
SCOPE OF SUPPORT
The Wings Consultant will provide service related to Wings eBiz
Software. The followingare not within the scope of support:
Hardware related Problems
Re-training
Commission of any act, which affects the Licensing Key
Individual requirements which the software doesn't support
Any other issue which violates the Principles of Accounting
etc.
NOTE: It is the responsibility of the Customer to safeguard the
Data and the Software
Handling Support Calls
Any support issue from the Customer should be in writing either
by Telephone, FAX ore-mail.Help Desk :FAX :Email :
Wings Support Consultant will acknowledge the request, giving
date and probable time
when support shall be offered, through telephone or e-mail. The
support will beprovided on the same day, as far as possible,
provided the call is received before 11.00am. Should the call be
received after 11:00 am support will be provided either in
theevening or on the next day.
Should the client desire change of date, Wings Support should be
informed in advance.
The Customer should take a fresh date and time for visit. Else
it shall be assumed thatthe user is available on the date
acknowledged and the visit shall be considered as a
single visit.
Support Call Sheet (three copies) should be filled and signed by
the visiting Consultant
and the Customer on every visit. The Customer should retain
first copy, the Consultant
should retain second copy and the third copy should be sent to
the H.O.
New Implementations
On the date of start of Implementation a full time Operator and
infrastructure (Ref:Checklist for details) should be made available
at the Customer's office.
Wings Implementation and Training will be completed within 4
sessions and thesesessions would be scheduled in consultation with
customer.
During the first day of implementation, the Customer should
provide informationrelating to Business Flow.
After successful implementation of the Software a letter (in the
specified format) wouldbe provided by the Customer.
Guidelines
We make every effort to resolve the problem as our own. But, be
sure to backup your data
prior to doing any significant processing. The ability to
restore your database to a point prior tothe occurrence of any
problem or error is critical to quickly resolving many problems.
Backingup your database only takes a couple of minutes, but it can
save your hours of work in theevent of an error or problem.
If your problem is minor and does not significantly impact your
operation of the system or if
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you have a general question, suggestion, recommendation, or
comment, please do write to us.If you have a major problem or
critical question that is prohibiting use of the system or if
youneed an immediate answer, call or fax us as indicated below.
Support from Corporate Office, Hyderabad (in addition to Local
Support)Web and Telephone support is generally available from
Monday to Friday between 9:00 AM to
6:00 P.M IST (Holidays excluded).
All support calls must be made to Wings eBiz Support @
+91-40-6701 8122/23/24. When
seeking Wings support, you should not place calls to any other
office extension or request tospeak to any individual by name. This
will only delay your receipt of support. Because of thevolume of
calls received, you may be asked to leave a message so that the
Consultant can getback to you.
To facilitate support, when you call, please be ready with the
following:
The release No and resources date of Wings eBiz on which you are
working. (Therelease No. appears in the About Window which can be
opened by clicking on Help/
About Menu option and for resource date go to C:\Wings and check
the date ofresource.dat)
Be at your Server computer with the Wings eBiz Software open
during your call
Have a pencil and paper handy.
If possible, write out a brief description of your problem
and/or your list of questions prior to
calling. When describing your problem, make a note of what you
were trying to do, whathappened, any error messages received, and
any attempts you made to correct it, and theresults.
Please make every effort to keep the call as brief as possible
as others may be waiting forservice.
FAX Support
Incoming Fax may be received 24 hours a day - 7 days a week at
(040) 23237318. Please
address the fax to Wings eBiz support. Indicate a return fax
number, your name and address,a daytime phone number, a description
of the problem and copies of any supporting material.
While faxes are received on a 24-hour basis, they are handled
only during normal workinghours.
Mail Support
You may write to us, critical processing problems or questions
should be handled throughtelephone, fax, or email. We welcome all
comments, suggestions and recommendations.
All letters are carefully reviewed and all ideas will be
considered for future upgrades. Pleaseindicate on your letter if
you do not require a response.
e-mail Support
You will get response for your issues reported within one
working day if you mail us toWings [email protected] But,
depending on singularity and difficulty of your question
it may take a bit longer.
At times we may ask you send us a copy of your backup files in
order to attempt to resolve
your system problem.
Please use MS-SQL backup utility to backup all files. Label the
CD(s)/DVD(s) with your name,
