Support Process

Support Process

Support Policy

At Timeware are committed to providing our clients with the best, most reliable solutions on the market. In support of this commitment, we offer this straightforward plan. Timeware personnel will assist with any technical questions related to our products. We will fix problems with our product in a timely fashion. We provide software repairs and updates at no additional charge to all our licensed clients with current contracts. Timeware supports all delivered software on an annually renewable basis. Similarly, we support all delivered hardware on an annually renewable basis, however the first year hardware maintenance is waived because all our hardware has an initial warranty for one year. The first year of product operation begins when full implementation is completed and the client’s acceptance of the system is achieved. The client’s acceptance will be manifested in the form of a sign off letter originated by Timeware and signed by the client. The second year maintenance and support begins immediately after the first year of product operations ends.

Support Process

We at Timeware believe that our customer support is one of the true differentiators that make us a distinguished workforce management solution provider. Because of the nature of workforce management, customer support is needed on a continuous basis and can only be satisfied by product experts that understand the product and the issues. For this reason we have dedicated the most knowledgeable, educated and professional product experts as our technical support staff. This staff includes professionals from executive management, development and operations.

Unlike other markets, customer support for a workforce management system relies on a human interface as the primary contact method and email/web interface as a supplemental method of communication. For this reason we use a phone call as our primary method of communication. In addition we professionally integrate remote access control technologies so that we can simplify and make effective any one-on-one interactions with our customers.