SUPPORT PROCESS

You can contact our support team by telephone or e-mail

YOUR CALL IS LOGGED IN OUR SUPPORT DATABASE

YOU WILL RECEIVE E-MAIL CONFIRMATION ADVISING YOUR ENQUIRY HAS BEEN LOGGED

YOUR CALL WILL BE ASSIGNED TO A SPECIALIST CONSULTANT TO RECTIFY

When logging a new support call, either by telephone or e-mail, the following information will help us quickly direct your enquiry and respond in the most appropriate manner:

  1. Which software package the call relates to, for example, Sage 200, NetSuite, Cloud Data Exchange, Data Exchange etc. Where possible also note the software version number.
  2. If your call is urgent, such as your system is currently down, please make this clear to the support consultant who answers the phone to allow us to prioritise your call.
  3. Note any error messages displayed in your system, giving as much detail as possible to allow us to investigate this for you in a timely manner. Consider things such as whether just one user is experiencing the problem or are multiple users affected?
  4. If you are able to replicate the issue by following a certain process in your system, please outline the steps required to replicate this in your e-mail.
  5. If the call relates to a previously raised issue, please include the original ticket number if known, or advise the support consultant of this when logging your call.

The consultant who answers your call may transfer you to the person best suited to resolve your enquiry, or arrange for them to give you a call back as soon as they become available.

If your enquiry is regarding a report, a complex issue or an error message, it is best raised by e-mail with any appropriate prints, reports or screenshots attached and sent to support@eurekasolutions.co.uk.

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PRIVACY POLICY

Eureka Solutions are committed to protecting and respecting your privacy. Our support team may request some personally identifiable information from you to allow us to provide you with support on the basis of our contractual agreement, including your name, job title, e-mail address and phone number. For more information on how we handle your personal data please view our Privacy Policy.

 

If you have any further queries on our support process, please do not hesitate to contact us and we will be happy to advise.

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Our Success Stories

By adhering to our founding principles of technical expertise and customer service, we build long-term client relationships and provide systems that deliver value and impact to the businesses we work with.

2200+

SUPPORT CONTRACTS

350+

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