Support - Service Levels  Maintenance

The current Oficina software monthly fee covers at no additional charge the following support aspects:

• Telephonic support/assistance with software queries and/or issues directly related to the Oficina software, excluding but not limited to business flows and process, accounting/financials, and/or technical specific matters.
• Remote assistance, PC to PC linkups utilizing Oficina prescribed remote linkup software and tools. Prescribed software/tools must be pre-installed and fully operational at the client’s site beforehand.
• Support calls and/or remote assistance linkups will be limited to 10 minutes per issue/query; further assistance will be escalated to correct level of support and/or required department and will be charged for accordingly.
• Correction of Oficina Software related bugs and/or errors.
• Existing module upgrades as per Oficina upgrade policy.

Service Levels:

• Oficina will accept service calls on +27 (0)86 111-2958 between 07h30 and 18h00 on normal working days (Monday to Friday).
• Oficina will accept service calls on +27 (0)86 111-2958 between 08h00 and 13h00 on Saturdays.
• Support outside of normal operating hours can be made available at a charge upon pre-arrangement between Oficina and Customer.
• The Oficina Terminal Servers operating times are Monday to Friday from 06h00 to 20h00, Saturday from 06h00 to 17h00, on Sunday the server will not be accessible. Special concessions can be given to access the server outside these hours provided Oficina receives this request in writing 48 hrs before the required time; request will be analysed and client will be informed of outcome accordingly.
• The Customer must ensure that all support calls are reported via email to: helpdesk@oficina.co.za.
• Oficina will qualify the call/email within 1 (one) hour of receipt thereof.
• Although we no longer install Oficina on local PC’s, those clients currently on local installations, Remote Assistance via PC to PC linkup requests will be logged into the current linkup queue; they will be prioritized and attended to as per order of arrival, ‘first come, first serve bases’. Helpdesk personnel will give Customer an estimated response time based on current queue status.
• All Help Desk calls will be logged and a reference number issued. Any call without a Reference number will not be subject to the terms and conditions of this contract.
• Any use of strong language, verbal abuse and/or discrimination by Customers towards the Helpdesk/Support personnel will not be accepted; Oficina will be entitled to refuse provision of services and/or any form of support in such instances.
• All logged calls have to follow the normal escalation process and queuing systems established within the helpdesk/support structure, only the Department General Manager will be able, under special circumstances, to change status and/or priorities of such calls.
• Please refer to Schedule B for the Escalation Matrix.

Maintenance of Infrastructure:

• The Customer accepts that Oficina infrastructure will be unavailable from 20h00 to 06h00 Monday to Friday and from 17h00 on Saturday to 06h00 on Monday due to routine maintenance and upgrading of the infrastructure upon which the Service is provided.
• The Customer accepts that Oficina infrastructure may, from time to time, be unavailable due to emergency maintenance and upgrading of the infrastructure upon which the Service is provided.
• In case of the point above the Customer will be notified 24 hours in advance of any such unavailability of service where possible.
• All such maintenance will be scheduled so as to minimise the impact on the customer where possible.
• The Customer accepts that Oficina infrastructure may, from time to time, be unavailable due to unplanned and/or unexpected technical difficulties/problems with but not limited to the infrastructure upon which the Service is provided; in such instances Oficina will not be able to pre-notify and/or warn the Customer and will not be held responsible/ liable for any downtime involved.

Contact Us

 
 Tel. : +27 (0)86 111-2958
 Fax : +27 (0)32 946-0913
 Email : support@oficina.co.za

Hours of Operation

Support Business Hours:
Mon-Fri 07:30 to 18:00
Saturday 08:00 to 13:00

Support After Hours (pre-arrangements are required):
Mon-Fri 18:00 – 20:00, Saturday, Sunday and Public Holidays

Contacts

Helpdesk/Support
Pubashini Naik
Helpdesk Coordinator
+27 (0)86 111 2958 Ext.19 (option 1)
pubashini@helpdesk.oficina.co.za 

Technical Support - Software
Teena Moonsamy
Software Support Coordinator
+27 (0)86 111 2958 Ext.11 (option 2)
teena@support.oficina.co.za 

Technical Support - IT
Seelan Moodley
IT Support Coordinator
+27 (0)86 111 2958 Ext.12 (option 2)
moodleys@support.oficina.co.za 

Technical Support - Accounts
Laven Munisami
Accounts Support Coordinator
+27 (0)86 111 2958 Ext.13 (option 5)
laven@accounts.oficina.co.za 

Customer Care / After Sales
Clement Rajagopaul
Customer Care / After Sales Coordinator
+27 (0)86 111 2958 Ext.14 (option 3)
clement@aftersales.oficina.co.za