Support

Seneca has a professional service organisation with excellent customer support. Problems are addressed quickly and professionally by experienced specialists. Smaller assignments are also completed quickly and carefully.

Seneca’s service desk is responsible for the smooth operation of more than 200 Smartsite implementations. Service desk staff have received excellent training and have multiple years of experience with Smartsite.

You can report your service request by phone or e-mail, or via the support site. All requests will receive a prompt response by our staff. The first two hours of service support are complimentary for each service request received, regardless of whether it is the report of a request or a problem, and regardless of who has caused the problem. You will receive professional assistance no matter what.

If necessary, we will log into your servers remotely, or we may visit your physical location. In case of serious problems we can always respond quickly: within two hours guaranteed, but often sooner.

You can monitor the progress of service requests via the support site and have a clear overview of correspondence on all service requests.

In order to ensure high-quality service support all process have been organised as follows: call duration monitoring and detection, regular consultation with account management and project team, acceptance and knowledge transfer from projects to service desk, service desk visit to customer, effective escalation procedure, dynamic test environment to reproduce problems.

All agreements are clearly explained in a service contract.

Technology FAQ are also available at the special community website:
http://iXperion.smartsite.nl/