Our level of service
What the Modes support service includes
Hours of service
The Modes Support service is available by phone or email during our normal office hours Monday to Friday 09:00 – 17:00.
We are closed on Saturdays, Sundays and Bank Holidays.
Response times
We will acknowledge support requests within one hour during our normal office hours, and at other times on the next working day.
The support service includes
Access to advice by phone or email
Access to training webinars
Access to user guides and videos on our website
Access to upgrades and patches
Advice on installing the software
Advice on the best use of the software
Correction of errors in the software
Diagnosis of problems encountered in installing or using the software
Help with customising the software
Use of these services
These services will be provided for 12 months after the purchase of Modes, and thereafter on payment of the annual support fee. There is no limit to your use of these services, and no additional charge will be made for these services.
Additional services
We will charge additional fees for services including, but not restricted to:
- Installing the software
- Conversion of data from other systems
- Customisation and extensions to the software
We treat all personal data with respect and process it in line with our Privacy Policy and data protection legislation.
Pricing
Our support package is great value for money and gives you access to expert help as and when you need it.