Athenian’s experienced Support Team offers a wide range of support services, from ad hoc issue resolution to periodic health checks to formal support contracts. We support both our own software as well as many of the major third-party line-of-business systems in common use in law firms.
Our services offerings include:
Customer communications with our dedicated helpdesk via e-mail, telephone and/or our online issue-tracking software.
- Resolution of maintenance issues and, in the case of our own software, the provision of patches and bug fixes.
- Issue resolution via remote access to customer systems and/or site visits, subject to our customers’ change control procedures.
- Issue prioritisation and SLA-based response times, including formalised escalation protocols to ensure timeous resolution.
- Health checks of systems and data.
- Advice regarding upgrades to our customers’ environments to optimise the operation of our own, and third-party, software.