The Support Team

The Support Team maintains a weekly minimum average of five qualified Support Consultants to respond to support queries from our customers. The dedicated support line is answered directly by a Support Consultant to provide the shortest possible response time to a problem. This service is open to all customers with a valid Support and Maintenance Agreement with CPiO for support of applications. Technical or developer support is available for those customers with a valid Support Plus contract.

On a rare occasion when a consultant is not available, the call will be answered and logged as an ‘open unallocated’ ticket, by an administrative staff member-identifying a log as awaiting its first call.

'Open unallocated’ tickets take priority over any other status and will not change until a Support Consultant has made contact and agreed the next action. The support call logging database not only reminds consultants at 15 minutes intervals of ‘open unallocated’ logs on the system, but is also used to record the progress of logs. A list of the key system status codes appears later in this document.

The Support Manager is responsible for monitoring the service levels and relationships with our customers, ensuring the team members provide cover for any logs where the consultant currently dealing with the issue is absent from the office, i.e. due to sickness or holiday, in order to provide an uninterrupted service. The service provided by the Support Team is as defined in your current Support and Maintenance Agreement.

Logging Tickets

Details relating to a new problem, a question, or an existing log can be communicated to the Support Team by email or through the support portal.

Visit CPiO support portal to create an account and select log ticket.

Upon contacting the Support Team, and after security screening, you will be asked to supply some basic information in order to log your query. As soon as the query is logged a log number will be assigned and issued to you. This number is a primary reference for all further actions until the issue is resolved to your satisfaction. The log number should be quoted in all discussions and correspondence.

At this stage, please be prepared to provide the following information:

• Company name and contact details
• A description of the problem
• The product, module and its version number
•  Any bespoke details
• Full recreation and testing details
• Screenshot of emails

If you did not observe the problem yourself, please try to recreate it in a demo company first and have all the information available before you call. You will often be asked to supply screen prints and control reports etc. to enable tracking of the problem. Sometimes it helps to send the information by email as this allows details to be written, which can be overlooked in a telephone conversation. To email, please provide the information as above to the address hotline@cpio.co.uk. This will automatically generate a unique ticket reference in our system and an allocation to a Support Consultant