Support

Support for Microsoft Dynamics NAV (Navision) is provided through our web-based customer support system. While the support desk is manned Monday to Friday, 9.00am to 5.30pm, the website allows customers to log their support issues 24/7 and monitor progress in resolving the issue. There are a number of benefits of this method:

• 24 hour access to the support website allows users to log and monitor their support issues at any time. Please note that the support desk hours remain 9.00 to 5.30pm Mon to Fri.
• Ability to review progress e.g. Who is dealing with my problem? What is the current status? (This information is displayed in the ‘History’ tab).
• Ability to contribute to the resolution – interactively.
• The customer can confirm the resolution before the call is closed off.
• Lessons learned from the support call can be retained in the main Knowledge Base and also in the customer’s own Knowledge Base area. Thus, for example, the steps required to resolve an issue can be reviewed at a later date if a similar issue arises.

The example screens below shows how a typical call is logged and progressed. At key stages of the process, an e-mail is sent to the customer and the support person responsible for resolving the issue.

Turnkey is justly proud of its support service, providing our Navision customers with a high level of support and a clear view of the progress being made. 99% of our customers are supported via remote log-in, ensuring that we can resolve issues quickly.

In many cases we can assume ‘virtual control’ of a client PC which can be useful in allowing customers to demonstrate their problem and our support staff to demonstrate the resolution as the customer watches.

We also ensure that customers feel they are receiving value for money from their support contract. We are aware that many of our competitors will charge customers ‘development’ fees for making small changes to their Navision solution where Turnkey would consider these part of ’support’.

With the largest team of Navision support, consulting and development staff in Scotland, there is no-one better placed to ensure that your Navision solution continues to function and deliver benefit for your organisation.