Per Incident Support

Per Incident Support

If you would prefer not to commit to a support contract for any reason we can offer Per Incident support which is chargeable per incident, paid for by cash, credit card, or bank transfer before the support is provided. You can also buy a ‘Season Ticket’ to cover up to ten support incidents.

What constitutes an incident?

An “Incident” is the service event starting from the initial customer call until closure or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product – e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident.

An incident may involve multiple phone calls or emails. Synergy Accounts support engineers are responsible for determining what characterises a single support incident and for communicating this information to customers. Our support engineers always make reasonable efforts to resolve the issue but we cannot guarantee that all issues are resolved, for example if you are trying to use a feature that does not exist we may not necessarily be able to implement such a feature within a short time frame if at all.

What defines a resolved incident?

Once an issue is accepted as being within the remit of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue.
• Providing a reasonable work-around to the issue.
• Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.
• Escalating the incident/bug to the development team for review.

What is the extent of the support?

Support answers general usage questions about Synergy software products. Our assistance includes:

• Helping you with the documented features of Synergy software products, including how these features can be used.
• Helping you troubleshoot unexpected behavior encountered whilst using these features.
• Helping you understand how the products works – but not directly implementing the product features in your data files.

Important: As a software company Synergy Accounts Ltd does not in any circumstances offer any form of legal, financial,  or accounting advice with or without fees.  We can support the application and advise on its features and optimum use, but unfortunately we cannot offer any other form of advice as we do not know your personal or business circumstances. We can tell you what we do, and what others do in similar situations, but we cannot tell you what *you* should do.  Synergy Accounts Ltd will not accept responsibility for any actions you decide to take or not to take on the basis of anything mentioned to you whilst we are providing you with technical support or which you find in anything we publish in any form of media including email, website, verbal discussions, help files, manuals, videos, or any other form of media as yet known or unknown. You should always consult qualified professionals such as your accountant, lawyer, or financial advisor for all matters related to your business and personal finances before taking any action.