Application Development and Maintenance

Updates and enhancements in technology, as well as modifications to your business, may result in diminished performance of your software application compared to its previous state. Therefore, it is crucial to ensure the ongoing maintenance and support of your software to ensure that users can continue to derive the utmost benefits from its full range of functionality.

About our application support

After the delivery of applications, we don't simply disengage; we commit to long-term involvement. Whether you're currently a GEECON customer or not, we're willing to assume responsibility for your application or system, offering comprehensive, reliable, and dedicated support for its entire lifespan.

For existing customers, our support agreements are integrated with the software we provide, so you get full, uninterrupted access to our support organisation from the moment your system is launched, including.

• priority bug fixing
• assistance with any functionality you or your end-users (customers) are unfamiliar with
• access to our in-house helpdesk
• telephone and email support
• background system maintenance
• database maintenance and analysis
• remote support – taking over your or your end user’s PC to solve problems directly
• restoring from backup, if required
• rolling data back or merging data from previous versions, when needed
• importing and exporting data
• account management and meetings
• source code retention (physical), or knowledge (understanding of)

We work to a clear Service Level Agreement (SLA), which means we’re committed to responding to your needs quickly through our in-house front line support team, our developers and our online helpdesk system.

If you’d rather not receive ongoing support from us, we’re still happy to provide a 1 year break-fix warranty.

The process

Support requests are recorded in our internal online helpdesk system and monitored by our dedicated helpdesk support team. If the support team is unable to immediately resolve an issue or answer a question, they will escalate it to a member of the development or Quality Assurance (QA) team for prompt resolution by the relevant in-house expert.

Access to the online helpdesk facility will be provided to you, allowing you to track any submitted support requests and add additional details if necessary. Our helpdesk operates from 9 am to 5:30 pm on weekdays, with regular monitoring outside of these hours.

In addition to the online helpdesk, you can also reach us by phone or email, whichever is most convenient for you.

Existing customers

If you are an existing customer of Geecon Software and looking for support now:

Step 1: Please email [email protected] and provide:

• a full description of the problem
• details of the actions you took before the error occurred
• a screenshot of the display once the error has occurred – seeing what you’re seeing often helps us fix the problem quicker.

To take a screen shot:

• click the [Print Screen] button (most likely at the top right of your keyboard). Nothing will appear to happen, but the computer has stored a picture of your screen in its memory
• open Microsoft Word and press [CTRL] + [V] to paste the image into the document
• save this document and send it to us along with your email describing what happened before the error occurred
• On receiving your email, a ticket will be created in our Helpdesk system, and a confirmation email sent back to you. Your ticket will then be triaged and assigned to one of our development team for action.

Step 2: If your issue is urgent, please complete step 1, then call us directly on 01252 235422. This course of action should be used if the issue compromises your ability to work, or the working experience of your customers.

If you’re interested in finding out more about how we can deliver first-class application support, give our team a call on 020 3096 6199.