On-going Support Services
After the go-live is completed, our on-site staff has left, and your staff is conformable using the software in their day to day activities, you may still from time to time have questions about how to use the software. Also, you may need help with new challenges or issues or want to learn more about a particular area of MagView. All of these activities are covered by the MagView Support Department. Once your implementation is complete, your MagView Project Manager will introduce you and your staff to the MagView Support Department. You'll be able to meet the players and managers of that department, so that you can feel confident in a smooth transition of the service you received during the implementation process. This section will go into more detail about what you can expect from the MagView Support Department.
Availability & Reliability
Our staff is available 24/7/365 to answer any questions you may have. Standard support hours are between 8:00 am and 7:00 pm Eastern Standard Time. During that time, your call will be answered as soon as possible. Outside of those hours, 24/7 support is available through an on call pager. Both standard and extended hours emergency support are available through a single 1-800 number. Our support personnel are dedicated service professionals who have experience in a wide variety of fields. Our support team is dedicated to ensuring that you are able to use your MagView system to its fullest potential.
Updates and Upgrades
All updates and upgrades to your MagView software are included for the life of your service contract. Additionally, we provide and recommend our "managed update" service. This service ensures that your staff can review the updated software in your test system before the update is made to production. This way you and your staff have the ability to ensure any changes in workflow or additional features are in place and understood before any production upgrade.
Once your MagView implementation draws to an end, you will receive more information on the MagView Support Department from your MagView Project Manager. A "hand-off" call with your MagView Project Manager, your staff, and management from our support department can help answer any questions you may have through this transition. For more information, or to contact our support group, please visit our Support page.