Katchr Express - Support Services Policy

SUPPORT SERVICES

Ongoing support and maintenance of the Katchr Express solution is included in the Software Service Charges.

Katchr technical staff are available from 9:00am to 5:30pm on Business Days to take calls and respond to email questions relating to the Software. Business Day means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.

Support is provided by members of the Katchr support team, as appropriate to the problem. Telephone calls are always answered in person and our target is for all calls to be answered within 3 rings.

All support work is undertaken remotely and uses web-based screen-sharing software where required.

CONTACTING KATCHR SUPPORT

– All support requests must be communicated by email to support@katchr.com or by calling 03333 010 766

– Emailing individual Katchr employees will result in a slower response

RESPONSE TIMES

Where service requests are made, Katchr will use all reasonable endeavours to provide an initial response based on the following criteria:

Target Response Time is the time taken for you to speak with an expert about your support request.
REQUEST TYPE

All support requests are categorised as either Problems, or Requests for Change. The information below provides an overview of the type of requests that fall into each category. This is not a definitive list and each service request will be assessed on its individual merits by the Katchr Support Team
Problems are dealt with under ongoing support and within the monthly licence fee. Upon receipt of a service request for a Problem, Katchr will use its reasonable endeavours to remedy that Problem as soon as possible having regard to the severity of the Problem and the impact on the Customer’s business.

Any Change Requests will be specified in writing and a quotation provided for the necessary Additional Services.

All Change Requests need to be approved bythe Customer’s named Change Authoriser(s) (as notified by the Customer to Katchr in writing by the Customer’s senior representative) prior to commencement of the necessary work.

ESCALATION POLICY

If you are unhappy with any aspect of the support provided please contact the Managing Director, Graham Moore at graham.moore@katchr.com or by telephone on 03333 010 766.