PS&S Conditions of Support

 

If you need support on any part of your system, we are here to help.  PS&S offers extensive tools on operational and technical support.  In addition to the telephonic support we provide, we also assist clients via VNC (Virtual Network Connection) and Log Me In.

 

Clients can also make use of our Applications Consultancy service to optimise their usage of the SmartFin system.  Free training as per published training schedule, on the product is provided at our offices.  Telephonic training is not supported under any of the below mentioned support areas.

 

NB: When contacting PS&S either telephonically, by fax or e-mail regarding an existing or previously submitted Request for Service (RFS), you should always quote the RFS reference number that was issued to you.  This procedure will ensure that you can be put directly into contact with the person responsible for executing your request.

 

 

Operational Support

 

Our highly trained customer liaisons provide support to enhance and maintain at all times, the highest level of client satisfaction and efficiency regarding the daily operations of your system.

For telephonic support, you can contact 086 100 7727 (option 1) and quote your serial number as reference to uniquely identify your office.  The call will automatically be logged on the Call Log system which will be reflected on your monthly call log statement.

 

Alternatively you can submit a service request from the comfort of your own office by just using the Service Call function on your SmartFin.  (Refer to your login screen, About → Service Call).  You can send this request via email or complete the form, print it out and fax it through to our offices on (012) 663 5667.  It is very important to always include your serial number and describe the service or support that you require in detail.  If you provide us with insufficient information we will not be able to assist you and the request will be discarded.

 

The following Operational Support Services are available:

• Registrations

• Extensions

• Upgrades

• Bypass and System Codes (must be requested via a Request for Service)

• Setups and Configurations

• Financial Management System (Financial Engine)

• Renewals – must be preceded by a Formal Service Request.  (If you are a registered user on CIS this service is automated.  For more information on CIS, please refer to  the Services Menu.)

 

If there should be any reason for us not to be able to assist you telephonically, let us work on your data on your computer from our office! We are able to securely link into your computer using the latest virtual connection technology namely:  UltraVNC or Log Me In. UltraVNC are available on our website free of charge to our clients.  If you have trouble setting it up, please give us a call to assist you. Or you can create a link on http://www.logmein.com/, contact us with your email address and password and we will solve your problem in no time.

 

NB: This process is recommended for ADSL and Broadband only.  Dial up connection can be very slow.

 

 

 

Technical Support

 

Whenever a client directly requests telephonic support from our technical liaisons, this type of service will be considered to be a consultancy service.  This service is subject to billing on a time and material basis.

 

Correction of any system error caused by a user due to the lack of system training or directly caused by the operator negligence may be subject to billing as per PS&S’s discretion.

 

We strongly suggest that only a knowledgeable contact person as identified by you, should phone in for such services.

 

It goes without saying that if the cause of your consultation problem is as a result of a direct application problem on your Smart-X product, the consultation will remain FREE of charge.

 

Our liaisons can be contacted on 086 100 7727 (Option 2).

 

 

The following Technical Support Services are available:

• Data integrity errors

• Unhandled exception errors

• Error corrections and fixes

• Database setups

• MSSQL Server setups and service packs

 

Please Note

• All support is only provided to active and registered users.

• All support is restricted only in the realm of the purchased application.  This excludes issues on BIOS, Operating Systems and Networking & Comms.

 

For all support on EBT’s, limit in-/decreases and other Debtor queries, please call our office on (012) 663 5662, quote your serial number and request to speak to our Debtor department.

 

Please Note

It is company policy that no calls are to be transferred directly to our developers.  If you require any enhancements to be made to your system, a valid service request must be submitted.

 

 

Applications Consultancy

 

This service represents all tasks to institute, enhance and maintain at all times a process ensuring that the business requirements of our clients are assured.  This consultancy service will meet your requirements by making sure that optimal system settings and  operational usage of all aspects of the installed application are met.

 

This service is available to all current users and potential clients in order to asses the feasibility of using any of our Smart-X products.  In order to request this service, a service request or a request via your Company Letterhead must be sent to our offices upon which we will schedule the consultancy.  The Applications Consultant is able to come to your office and do all the necessary research or provide the necessary consultancy.

 

NB: This consultancy service is billable on an hourly rate or time and material basis.

 

If you are interested in requesting this service, please don’t hesitate to contact our offices and request the Consulting Brochure or click here to send your request to smartfinepsas.co.za.

 

 

Training

 

Whether you are fully computer literate or not, we provide free training as per published training schedule to all clients at our offices.  These valuable training sessions are presented for your benefit by our top training staff.

 

In addition to the easy to follow step by step presentations, training is presented in a very interactive way which require audience participation.  Proper documentation is also provided which allows the participants to take notes as the session progresses.

 

Here are some of the sessions available:

 

Session	Timeframe
NCA Compliancy Presentation	1 Hour
Product Demonstration	2 Hours
Systems Configuration Settings Training	4 Hours
FMS (Financial Engine) Training	4 Hours
Full Product Operator Training	1 Day

 

Clients may request Product Operator Training sessions to be presented at their offices.  In such cases the client will be expected to organise the training facility and pay all travel and accommodation expenses of the PS&S representative.

 

PS&S has invested much time and effort in publishing an extensive, detailed and interactive application operator manual which can be downloaded onto your system for immediate operator reference and operator advancement.

 

Telephonic training to operators is excluded from any of the support areas.

 

If you are interested in booking a session with us, please don’t hesitate to contact our offices at 012 663 5662 and schedule the training with our Operational Department.

BEFORE YOU UPGRADE YOUR HARDWARE, PLEASE CONTACT OUR IT DEPARTMENT AT 012 663 5662