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Advance Change Support Policy
Introduction
Advance Change Ltd, is a provider of Actus HR & performance management software and training
consultancy. Therefore, providing a high level of customer service through effective support is of the
utmost important to Advance Change Ltd.
Guiding Principles
Actus HR & performance management software has been found to be intuitive and reliable, however
it is natural for new users to have questions. We strongly recommend that all new management users
are given formal training via Advance Change or trained internal Super users to help them get the
best out of the system. Very often Super users are from the HR or IT team and a good ratio is 1 Super
User per 100 heads. Having trained Super users empowers organizations to take full ownership of
Actus helping them to maximise uptake of the system and therefore ROI.
It is usually sufficient for end users to receive support from their trained manager after having watched
an introductory video demo (the most up to date video training is included in the registration email and
provided to client Super Users).This support policy therefore applies to organisations who have
trained their Super Users and managers appropriately.
3 Step support process
The system itself has a built in support module which is accessible from the main menu, we have
found from experience that many raised issues can be down to lack of understanding or user error
which is why appropriate training is an important first step. The support system has been designed to
empower users to resolve their issues quickly and efficiently through the following 3 step escalation
process.
1. On-line Support Documentation – this provides the answers to frequently asked questions,
full user guides and video tutorials.
2. Internal Super Users – The facility to ask a question to the trained internal Super Users who
are best placed to resolve most issues and are able to escalate to the Actus Support Team if
required.
3. Actus Support Team – Our dedicated UK based support team who can be contacted by
Super Users or Company Sponsors via email or telephone. They are able to resolve more
complex user based queries or escalate system issues to the technical support team and
communicate with the client contact about resolution.
Raising a support issue correctly
When a Super User is escalating to the Actus Support Team, the in system “Contact Support” form
should be used, as effective completion of these key fields will accelerate resolution times. These
include a URL of the page with issue and impact of the incident.
Please refer to the Actus_Userguide_Support.pdf for the step by step process to raise support issues.
Also note that even contact is made by telephone or direct email, ALL support issues still need
logging in this way in order that we can track the instances and resolution history/statistics, ultimately
improving your service.
Advance Change Support Policy 2014
Advance Change Support Policy
Response times
As soon as a support request is received an email will be generated letting the reporter know that
their query has been received.
In the case of “Ask a Question” or general Super User support, there is a guaranteed response time
of four hours, usually much faster. Individuals may be directed to relevant sections of user guides,
user videos or telephone or email guidance will be given.
“Report a Problem” or system issues have minimum SLA’s based on the initial prioritisation by the
user of 1-8 hours. All issues are acknowledged within 1 hour and a ticket is raised, resolution
timelines will then be communicated with the Customer until the fault is resolved.
Priority based SLA’s (within business hours 8:30am – 5:30pm GMT)
Initial SLAs below are targeted against the priority applied to the issue by the Super User Reporter.
The SLAs relate to initial response times – NOT resolution
SHOWSTOPPER / CRITICAL: Functional / System Failure, identify the issue, confirm the severity
and route and communicate with relevant party(s) = 1hr
HIGH: Business / Functional Impact, identify the issue, confirm severity and route and communicate
with relevant party(s) = 3hrs
MEDIUM: Minimal Business / Functional Impact, identify the issue, confirm severity and communicate
with relevant party(s) = 6hrs
LOW: NO Business / Functional Impact, identify the issue, confirm severity and Log and communicate
with relevant party(s) = 8hrs
Telephone contact
For us to be able to support you effectively please use the email and process above in the first
instance. However if for some reason you need access to telephone support numbers are outlined
below.
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General office line – 01582 792428
Internal line – 01582 793053
Ops mobile – 07983 398582
Training mobile – 07949 701388
Advance Change Support Policy 2014