Application Support

Your systems and data are important to you. SAnDS offer a range of support services to ensure that these applications are readily available. We are based in the UK and when you call you will be speaking to a team member in the UK.

We provide a range of application support services. Whatever you need support with, we can assist. Our support services range from over-the-phone technical support and fault diagnosis to in-depth troubleshooting and root-cause analysis.

Support queries can be raised via our helpdesk by phone, e-mail, or through our on-line tracking system. Our Service Level Agreements (SLAs) are tailored to suit your individual business requirements. We are able to provide remote or on-site support with response times as stipulated in SLAs.

We offer proactive monitoring services to allow early detection of potential problems. SAnDS support adds value through:

Full stand-alone testing environment

If a supported application requires a patch or testing SAnDS will complete all this support work off the client network and the impact to our clients is kept to an absolute minimum.

Remote monitoring with 24/7 email alerts

SAnDS have implemented a health check monitoring system into our applications. This system is able to give real time diagnostics and warnings about a systems health. As such SAnDS are often able to detect problems before they manifest themselves as system failures.

SAnDS integrate software that tracks errors within the application and measure key parameters; anything suspicious is immediately reported to our help desk for immediate attention.

Online help desk

SAnDS have an online help desk for our clients where they are able to log queries and issues and track the progress. Clients are alerted when the status of any issues change.