Support

After system implementation has been accomplished, high-quality, responsive, and reliable customer support becomes crucial. A close relationship established during the implementation phase continues with help desk service, system updates, maintenance, and optional on-site visits.

Help Desk

PTFS help desk support is available to respond to support calls for system errors, malfunctions, and problems in the solution, system, hardware, or software. The help desk can be reached by telephone, email, fax, and via the Web. Emergency support is available on a 24 hours-a-day basis.

Annual Support and Maintenance

Software support, maintenance updates, and new releases are provided with annual support maintenance service. Hardware maintenance often includes on-site replacement or repair service with target 4-hour, same day, or next day response time. System performance and up time can be monitored remotely as needed and agreed with the customer.

On-site Service Visits

As an additional support service, a PTFS service representative will visit the customer on-site to perform routine maintenance, troubleshooting, upgrades, consulting, and other support activities related to the specific customer implementation.

Staffing

PTFS can provide professional and support staffing services to all types and sizes of libraries. Services range from total library management to staffing for both short-term projects and long-term positions.