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What are the main benefits of taking
out support?
The Asta Support Contract entitles you to a comprehensive range of technical
services – like technical support hotline, free software upgrades
– as well as participation in the community of Asta users through
user groups and newsletters.
 Click
here for the full list of benefits.
Is it compulsory to buy support?
No, it is not compulsory. You can use the software you have purchased
for as long as you wish. However, there are some significant drawbacks
to ‘going it alone’ without support cover.
To check if you really need support, ask yourself the following
questions:
- Is it possible that I may need to ask an
expert to fix a problem I may have with my projects?
- Do I need to keep up-to-date with advances
in project management technology?
- Would I need help if I needed to move a license
to another machine?
- Is it possible that I may lose the software
some time during the next three years? (ie stolen laptop)
- Am I planning to upgrade my laptops/desktops
at least once every three years? (If so, you will need to upgrade your
Asta software to ensure that it will work with the latest hardware,
operating systems and databases).
If you answered yes to any of the above, then you should consider
taking out a support contract.
What guarantees do I have regarding the
quality of Asta’s support?
The Asta Support Package is underpinned by a service level
statement which outlines the service levels you can expect
to receive from Asta during the term of your support contract.
This is your guarantee that the investment you make in support
will deliver the service levels you expect. If you are still
not convinced, click here to
read what our customers say about the quality of our support.
How quickly will my support enquiries
be handled?
Technical support calls are normally answered within 30 seconds. At
peak times, an answering service may intercept calls where the caller
will be offered the options of holding, calling back or having the call
returned.
All incoming support calls are logged by the support receptionist
as issues. The customer will be notified of the support log ID number
allocated to their issue. The support receptionist will assign the issue
to one of the support analysts who will then acknowledge it within 1
hour of receipt.
What happens if you lose your license
code?
If you are a supported customer, then you are entitled to a free replacement
license code. However if you are unsupported, then a fee will be charged.
We have to make this charge because the license code is our method of
protecting our software against piracy and, essentially, a new code
is the same as a new license.
Can I send my problem projects to support
desk?
Yes, you can. You can email project files to our support desk (or post
them on a floppy disk). The support desk will analyse the files, identify
the problems and show you how they can be fixed, on a best endeavour
basis.
Will my Asta software always work on
the latest hardware?
With the rapid improvements in hardware, we can only guarantee that
your Asta software will be compatible with the last hardware if you
have a support contract. The support contract entitles you to software
upgrades free of charge – ensuring that your investment in our
software technology is always compatible with the latest hardware technology.
Why does Asta release software upgrades
on such a regular basis?
We typically release a major version upgrade approximately every 12
to 18 months, with minor upgrades throughout the year. The upgrades
always reflect feedback from customers at our user group meetings. In
addition, our aim is to ensure that the ‘look and feel’
of your software is carried over to the latest version – making
the transition as easy as possible.
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