Vadim provides the best-in-class support from the first day of contact to customer calls several years later. With generous help desk hours, our client-focused support organization is available to assist you with product usage, technical troubles and any other application matters you may encounter. The support team, which includes Microsoft Certified designated computer technicians and accounting designated professionals, has the product knowledge plus the software and networking experience to capably help you resolve any issue.
Our support help desk provides personal software and work process support from 8:00am to 8:00pm EST (5:00am to 5:00pm PST) and 24 hour emergency service. Our support model is designed to provide a Support Analyst as the immediate first line of response. The Support Analysts are trained on setup and functionality of all Vadim modules and have the knowledge to respond to your issues immediately. If the Support Analyst is unable to resolve the issue, escalation to a more senior Support Analyst, Programmer or Regional Representative will occur depending on the requirements. Response times reflect the level of urgency of the issue. Immediate response is provided to the most critical issues, such as payroll or billing.
Our client testimonials and your reference checks will attest to this. The following are features of Vadim’s support and maintenance services:
- A client-oriented culture
- Support tracking system
- Monthly support analysis and reporting
- Regular software releases, including updates for required legislative changes
- Web-based services for clients
- On-line support capabilities
- 24 hour special emergency support
- Annual client events
- Software warranty and no support fees for 6 months