Long Term Support

Support services are offered from 9:00 AM to 5:30pm on standard business days. Support includes assisting client project managers, super users, and/or IT or system administrators in two areas: application support and technical support.

Application support addresses issues involving core functionality, basic application configuration, user security and setup, and other user interface and training issues.

Technical support addresses issues involving software upgrades, database issues, import and export processes, interfaces / integration with other systems, as well as troubleshooting related network and email issues.

Triage of technical problems is centered on finding the root of the application problem or technical issue and involves IT Works support staff and then our senior architect, senior programmers and implementation specialists, if appropriate. High priority (system down, not functioning as designed) calls are triaged by our senior architect who exhausts possible reasons for the issue before recommending client IT staff get their own or their vendors' RDBS, network specialists or desktop specialists involved. Long term support also provides access to periodic software upgrades and web-based training documents.

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