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News Publishing Just Got Simpler!
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Customer Procedures
General
- All requests for services including support and software changes must be communicated in writing either by email or fax. Some services require the customer to fill in a specific form. SoftAccess will not service the customer unless this procedure is abided to.
- The Customer may communicate with SoftAccess for the services requested by telephone, but the procedures dictated above must still be followed. Telephone calls merely clarify or show urgency to the matter.
- If the Customer does not receive a proper response to the request then it is suggested that the matter is escalated.
Support
- Support services are given for software errors found by the Customers.
- Support will only be given to those having a valid Support Contract or during software warranty. Support Services will be given according to that contracted.
- The standard response is usually 4 hours for critical requests. It must be noted that response does not mean resolution to the problem but response is the initiation of the resolution, starting with acknowledgement and ending in the problem being solved. So it MUST be understood that it does not mean a problem is solved in 4 hours.
- When the Customer requests support he must give an urgency or priority to the request. This must be agreed with SoftAccess support personnel, thus avoiding the issue that the customer designates everything urgent. The Customer must be fair on this issue.
- Errors & bugs will be scheduled and fixed, and only urgent or critical errors will be tackled immediately.
- For Support Services the standard support form must be filled up and emailed to support@softacc.com. The form must be filled up as complete and accurate. This will expedite support by SoftAccess personnel.
- SoftAccess may instruct the customer to carry out some process. If the Customer does not understand these instructions then this must be brought to the attention immediately rather than go about doing the wrong thing. SoftAccess support personnel will only request such processes to be done only if they feel confident that these can be executed successfully by the Customer.
Amendments & Enhancements to Software
- Software Amendments are changes in software which are not errors.
- Software is meant to change according to business process change so we do expect software changes or enhancements once in a while.
- SoftAccess will only accept changes or enhancements from authorised persons.
- A Change Request Form must be filled up by the Customer as complete as possible describing the amendment as full as possible. If need be this process is complemented by a meeting.
- SoftAccess will evaluate the amendment and cost it out and a quotation given to the Customer. If the Customer accepts then a Purchase Order must be received by SoftAccess before work is started.
- Software Changes & Enhancements will be scheduled and delivery depends on the load of work at SoftAccess at the time. Delivery Dates are usually given in the quotation.
- No software amendments will be considered unless a Change Request Form is filled up and sent by email or fax.
For Customer Support Form & Change Request Form please contact us
Any Changes in the Procedures will be advised.
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Online Access to the Project Lifecycle
Through this site customers can have access to their project lifecysle, that is online access to all the latest & updated documentation and deliverables of the project.
Starting from inception , moving through to elaboration , construction and transition, each and every digital documentation artefact will be available to you , through a secure and authenticated service. Contact us at our offices to make arrangements to join this pilot scheme and make managing your project more straightforward. The following is a brief description of the Project Stages,
- Inception (Scoping)
- The overriding goal of the inception phase is to achieve concurrence among all stakeholders on the lifecycle objectives for the project. The inception phase is of significance primarily for new development efforts in which there are significant business and requirements risks, which must be addressed before the project can proceed. For projects focused on enhancements to an existing system, the inception phase is more brief, but is still focused on ensuring that the project is both worth doing and possible to do.
- Elaboration
- The goal of the elaboration phase is to provide a stable basis for the bulk of the implementation effort to be performed in the construction phase. The system design evolves out of a consideration of the most significant requirements and an assessment of risk.
- Construction
- The goal of the construction phase is on completing the development of the system based upon the software specification. The construction phase is in some sense a manufacturing process, where emphasis is placed on managing resources and controlling operations to optimise costs, schedules, and quality. In this sense the management mindset undergoes a transition from the development of intellectual property during inception and elaboration, to the development of deployable products during construction and transition.
- Transition
- The focus of the Transition Phase is to ensure that software is available for its end users. The Transition Phase can span several iterations, and includes testing the product in preparation for release, and making minor adjustments based on user feedback. The end of Transition coincides with a complete delivery of the Artefacts to a third party who may be responsible for operations, maintenance and enhancements of the delivered system.
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