DCS Technical Support

Technical Support

DCS Technical Support services

DCS know that all our clients have very individual priorities when it comes to Technical Support and this is why we offer tailored support options.

Our support service is designed to provide the best possible post-sale technical support to ensure the smooth running of your DCS solution.

DCS will normally respond to logged Helpdesk calls within 2 hours and will make reasonable endeavours to resolve problems within our priority timescales (see below).

Each service package has a one year term unless otherwise specified.

Routine maintenance and telephone support for user installed upgrades are not subject to a DCS support package. Upgrades should always be carried out by a DCS qualified engineer unless previously agreed with the DCS Technical Manager.

Logging a call with the DCS Helpdesk

The DCS Helpdesk is open between 9:00am and 5:00pm (UK time) Monday to Friday, excluding public and bank holidays. Other support times are available upon special request.
The Helpdesk and its support facilities are only available for current contract holders.

Phone: 01753 616720 (all support services)
Fax: 01753 616721
Email: support@datacapture.co.uk


Logged calls will normally be responded to within 2 hours. DCS make reasonable endeavours to resolve problems within set a timescale (see call priority levels for more details).

What can be logged with the DCS Helpdesk

The Helpdesk can log calls relating to faults with any software or products supplied by DCS.

Calls relating to equipment and third party software supplied by another company or supplier cannot be dealt with by the DCS Helpdesk.

Information needed when calling the Helpdesk

  • Site/Location details
  • Your full name and contact details
  • Description of the problem including software and product involved, software version, Windows operating system plus service pack level, any error messages being displayed, business areas and user affected
  • If problem is a hardware issue you will need the equipment serial numbers
  • Customer unique call reference number
  • Problem security level

Call priority levels

HIGH
Major Critical Business Impact e.g. application software not operable from any workstation, or host database on server not responding to any client applications on PCs

Target Resolution Time = Within 4 Working Hours

 

MEDIUM
Non-Critical Business Impact e.g. department or site prevented from accessing one particular application or system function. Single PC or component failure, but user can still work. Service is degraded causing some inconvenience.

Target Resolution Time = Within 8 Working Hours

 

LOW
Minimal Business Impact e.g. a user is prevented from accessing one particular part of the system, but can still perform some useful work. Department or site has a problem, which has a known workaround solution.

Target Resolution Time = Within 16 Working Hours

 

UNCLASSIFIED
Non Support Issue e.g. request for upgrade, cosmetic issue, change request.

Target Resolution Time = As Advised by DCS

Find out more about DCS technical support

For more information about DCS technical support please call us on 01753 616720 or complete our contact form for a fast, tailored response.