No computerized system, regardless of its comprehensiveness and integration, can function effectively without continuous, high-quality support services. At EPAFOS, our staff fully recognizes the critical nature of support, which is the main focus not only in our integrated software solutions but also across all our operations, including software development, integration, technical services, and internet services.
Software
EPAFOS ensures the ongoing reliability of its software systems and applications with regular updates and comprehensive support services, which encompass:
- Regular software updates with new releases that incorporate enhancements, technological advancements, legally required modifications, user-suggested changes or additions, and updates considered essential by EPAFOS.
- Customer technical support to facilitate the seamless operation of software systems daily. The skilled team at EPAFOS offers technical assistance and resolves issues or inquiries from users, manages the installation of new software releases, and provides solutions for any issues concerning the functioning of IT systems.
Equipment & Infrastructure
Maintaining the information and telecommunications infrastructure of an organization or company in an optimal operating condition is a complex and laborious task. EPAFOS offers professional support services for all kinds of equipment and our fault reporting center accepts calls and initiates the series of steps necessary to resolve it.
Support Department Operation
Our user support department operates on all business days from 8:00 am to 8:00 pm. During these hours, our call center (210-6990401) is available to record the details of your call.
We recognize that high demand periods may prevent us from addressing your needs immediately during your call. Nevertheless, we pledge to deliver a response within 8 business hours. An expert technician will reach out to you within this timeframe to discuss your issue and work towards an appropriate solution. For operational inquiries or standard issues, resolutions will be provided during the call, and the support ticket will be closed if the issue is resolved.
For urgent problems (i.e. when something is not working properly and this is preventing you from working as usual), we are committed to providing a solution within the next 24 hours, provided it is a business day. In most cases, customer service will resolve the problem much sooner, especially if the customer is facing an issue requiring a specific course of action.
Different response and resolution times may apply to customers who have signed specific support contracts.
In addition to calling us, support requests can also be submitted electronically via our fault reporting platforms or by email. The same response and resolution times for any given problem will apply regardless of the method of submission.