Support and maintenance of eApp will be fully managed by Idealogi Ltd. The role of SFX Corporate Services Ltd is to project manage the implementation up to the point of eApp going live. Institutions will receive up to six full days of support and maintenance over one year. Support and maintenance is to:
- Ensure that eApp is always updated and maintained to be compatible with the most common latest browsers (including Microsoft internet explorer, Google chrome, Mozilla fire fox, Mac Safari).
- Fix bugs and any security issues affecting the institution.
- Provide technical support to the eApp admin user.
- Provide user support.
Institutions will have access to an online helpdesk email/system which is monitored at all times. All helpdesk requests, patch updates and support communication will be via the helpdesk system. Idealogi will ensure that all help desk tickets are responded to and actioned in accordance to the level of priority. Where priority is very high, Idealogi will directly liaise with the person who raised the ticket as a matter of urgency to ensure the issue is promptly dealt with and resolved. It is anticipated that support and maintenance will generally be conducted remotely. However, where visits are required there may be additional charges for such visits. Idealogi is committed to high level customer satisfaction and aftercare and will provide the most responsive support that is practically possible.
Where institutions would like additional support in reviewing internal processes and systems in order to better utilise and embed eApp, SFX Corporate will be able to provide this service. Please liaise with the project manager and you can discuss your requirements and scope the support needed. SFX Corporate have education and technical experts who are able to provide a range of services to support institutions.