Process

1st Line Support

In the first instance enquiries will, if possible, be resolved immediately over the telephone or by email.  If the proposed solution is successful the call log will be closed and no further action taken.

In the event that the enquiry requires further detailed investigation, the client’s system will (where permitted) be interrogated remotely by our support team to identify the specific difficulty.  Once a solution is found the client will be contacted and the solution worked through.  On resolution the call log will be closed and no further action taken.

2nd Line Support

If an enquiry requires further exploration subsequent to 1st line support it will be allocated to one of CML Software’s technical team for review and investigation.  Once a solution is identified it will be recorded in the support database and referred back to the 1st line support team who will then contact the client and advise of the proposed /completed resolution.  In exceptional circumstances the technical team may contact the client direct to work through the solution if it is complex.

Once the solution has been accepted by the client the call log will be closed and no further action taken.  If it is later discovered that the solution has not been fully resolved, we will re-open the log or create a new log depending on the specific circumstances.

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