Our level of service
Hours of service
The Modes Support service is available by phone or email during our normal office hours Monday to Friday 09:00 - 17:30. We are closed on Saturdays, Sundays and Bank Holidays.
We will acknowledge support requests within one hour during our normal office hours, and at other times on the next working day.
Description of support services
The support service includes:
- Access to advice by phone or email;
- Access to resources on our website;
- Access to maintenance upgrades and patches, when available;
- Advice on installing the software;
- Advice on the best use of the software;
- Diagnosis of problems encountered in installing or using the software;
- Correction of errors in 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.
Will 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 sofware;
- Web hosting.