The Products Support Centre has enhanced their service offering to clients by implementing the newly released On Key Extensions Response Time Calculator. This new addition to the On Key Stable holds numerous benefits for support centres.

The Products Support Centre classifies their support to clients into different categories, including amongst others:

How do I? This category contains all the general questions and enquiries. These enquiries are mostly dealt with immediately, but in some instances getting to the root of the problem can prolong finding the solution. The response time on "How do I?" enquiries is two full working days.

Administrative support. This includes support on licence renewals, the setting up of databases and creating new databases on the ASP servers. The response time on administrative support has been set at two full working days.

Bugs and modifications. Problems with bugs and requests for modifications are reverted to the development teams. Although the release interval of service packs and new versions/releases of Business Processes or the associated tools may differ, the ideal would be that bugs should be fixed within 30 working days of receipt and then be made available with the next service pack. Modifications are logged and feedback is given to the client within 10 working days, notifying the client whether the modification request was rejected or if it will be considered for inclusion in a future release of business processes and/or tools.

Since the implementation six months ago, the Support team has been able to follow up enquiries more effectively and make sure that they are dealt with in a reasonable time span. Since the implementation it has come to light that 95% of the calls are completed within the allowed time and the majority of those are handled within 20% of the allowed time (i.e. almost immediately).