In order to trace back all the requests and to answer the customer demands, in line with the
requirements of the quality system ISO 9001-2008, Ascent Soft uses a software system that
manages the request tickets from the customers based on receiving an e-mail at the e-mail address frontdesk@ascent-soft.com.
In order to standardize the requests system, Ascent Soft offers its partners an electronic standardized form that is installed together with the applications. By filling in this form, the customer opens a request ticket identified by a numeric ID. The form is available in the menu of the Ascent ERP application in order to facilitate the communication of the requests to the Support-analysis department. The form can be found in the “Maintenance and support” window—by filling it in, an e-mail with the request’s details is sent automatically to the e-mail address frontdesk@ascent-soft.com, from the user’s e-mail address.
Requests transmitted telephonically, in case of emergency, will subsequently be introduced by the customer in the electronic support form, making reference to the telephonic request. It is important to fill in the form during the same day.
Our partners, who are provided with a username and access password through the maintenance - support contract, have access to detailed resources, user manuals (quick-step, hand-book, norms and working procedures)—the complete documentation necessary for the use of the Ascent-Soft applications.
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Ascent ERP
The assistance, maintenance, updating and improvement of our products are a continuous concern for the Ascent Soft team. We are not one of the companies that only want to sell their products. We consider that the business relations we develop with our customers are long term relations, which is demonstrated by the 10 years collaboration with our present client portfolio. That is why, besides detailed and specific hand books, norms and procedures, work manuals, our clients have access, in the private version of the Ascent Soft site, to specific resources such as “problems and solutions”, practical cases from the accounting and administrative evidence as well as the solutions offered by our software system. Our clients also have access to reports regarding the service process (how many tickets are opened daily, weekly, monthly, what and when was required, how long did it take us to find a solution). We believe that only a transparent relationship can found a long term partnership. That is why the historic of the relationship and the resources necessary to the current and future activity are available to all our partners.
Suport produs two
The maintenance service for Ascent ERP, as well as for all our products, is a serious mission that we assume continuously and we try to inspire our customers trust by bringing transparency to the process.