Data Systems International

MaCHS - Support

Your continued satisfaction with your MaCHS application is our top priority. We are committed to providing high quality support services. From the initial free support period through to tailoring an ongoing support agreement to suit each individual Council, we provide expert technical assistance by phone, fax, email, or if needed, On-site Support.

DSI continually analyses and evaluates the support provided to our clients. To provide the best customer service possible, we not only measure the time it takes to respond to technical calls, but also the time it takes to resolve the issues raised in those calls.

MaCHS clients can make use of DSI’s highly professional support services by formalizing a Support Agreement or by using an Ad-Hoc Support option. Whether choosing a Support Agreement or Ad-Hoc Support you can be assured of a highly responsive, quality service.

Support Agreement

DSI offers all MaCHS clients the flexibility of tailoring a Support Agreement to suit their individual needs. There are several benefits associated with the purchase of a Support Agreement;

• the convenience of pre-paying for support for a 12-month period, thereby assisting with annual expense forecasts
• a reduced hourly support rate, set for the duration of the agreement
• only actual time spent resolving the issue is recorded against the agreement

An Agreement may be established for any amount of time, from a minimum of ½ hr/ month and increasing in ½ hr/month increments, dependant upon the client’s needs. All Support Agreements are established for a 12-month period and offer support via phone, fax or email.

Ad-Hoc Support

For MaCHS clients not wanting to formalize a Support Agreement, DSI continues to provide our highly professional support services on a “pay-as-you-go” basis. Clients will be provided with the best customer service possible, measuring the time it takes to respond to technical calls and the time it takes to resolve the issues raised in those calls.

At the end of each calendar month, DSI raises an invoice to the client for all support received during that month. All support calls under the Ad-Hoc Support arrangement are billed at our standard support rate , each call incurring a minimum cost of ½ an hour.

On-Site Support

Having provided MaCHS support since 1997, DSI has proven that almost all support issues can be resolved by phone, fax or email. From time to time, our clients have requested an on-site visit, a service that DSI is also happy provide. One of our support team consultants can visit your site for support and/or additional consultation. On-site support is charged at our standard support rate plus travel costs.