Professional Services

Customer Support

Helping maintain & improve your system

COA Solutions has a network of dedicated help desk centres that operate under a 'Unified Support Process.' All agreements centre on a service level agreement and full reporting and transparency is provided to allow customers to monitor performance.

Over 60 support consultants

Our team of over 60 dedicated support consultants is committed to providing our users with a responsive, knowledgeable and professional support service. Working in product-based teams, but sharing a central methodology and support system, our objective is to get issues resolved as quickly and easily as possible.

Customers can log support calls via the telephone, email or the web through a dedicated customer web portal. The web interface is available on a 24 x 7 basis and features a knowledgebase of frequently asked questions and known fixes providing a 'self service' facility. This facility enables users to scan incidents prior to logging calls as well as allowing them to log enhancement requests.

Remote intervention if needed

In addition, COA Solutions' support analysts can undertake remote control intervention and remote database management to improve support accuracy and response rates.

COA Solutions is committed to ITIL standard incident and problem management procedures. All our support solutions are underpinned by formal agreement with our development division, allowing us to deliver effective resolution to both bespoke and core technology issues.