All organizations encounter occasional hiccups in their daily operations. In these situations, it is vital to be able to restore normal operations as quickly as possible to avoid or minimize business impact.
Maconomy has a centralized support team, the Customer Support Services team (CSS). CSS is staffed by skilled, highly experienced professionals, each with their key areas of expertise. This enables us to provide high-quality problem resolution to our clients.
CSS is your entry point to expert assistance if you experience issues related to your Maconomy solution. Other than addressing business-critical issues, CSS also provides professional counselling and clarification on the daily use and operation of your ERP solution.
Our team consists of people with different cultural and linguistic backgrounds to ensure that our customers receive support from staff familiar with local conditions and languages.
Support procedure
At CSS a support consultant will receive your request and register an individual support case with a unique number for later follow-up. All support cases are evaluated and prioritized based on the significance of the issue for you and your business performance.
Together with the support consultant, you decide which priority should be allocated to your issue. In some situations the support case is best solved without logging on remotely to your Maconomy system. Therefore CSS often requires remote access to your system to allow our product specialists to further analyze the problem.