E-ISG Services and Support Overview
Whether you want to do it yourself or would like professional implementation services to help with your asset management project, we offer a full range of services to help get you started.
E-ISG employs a dedicated and knowledgeable Technical Support Team available to resolve issues and assist with questions quickly and easily. A courteous and professional support team is on call 10 hours a day; unlimited e-mail and web support is available for all modules, Monday through Friday from 8AM - 6PM EST. All cases are logged, response times are issued, and the case is assigned to a helpdesk consultant who then manages the process to its conclusion.
Fixed Asset Management Software - Technical Support Services
Successful implementations and substantial return on investment in enterprise software can only happen if the vendor/supplier provides excellent customer support. E-ISG provides proactive support to all its customers and we try hard to ensure that customer requirements are met and expectations are exceeded.
Customers with onsite installations maintain a Bronze Annual Support Subscription which is priced at a standard 20% of license fee each year to receive product support via our support website or email to support@e-isg.com. Customers with hosted installations do not maintain an Annual Support Subscription since the ongoing service costs include support provisions.
Per Incident Support
We aim to provide our customers with the best service possible and this extends to giving customers direct access to Certified Product Specialists who can not only answer support questions, but also advise on strategic and configuration issues. Support Incident Resolution through our Silver and Gold Incident support will often include connecting to a customers server via web based screen sharing services to exchange ideas, solve problems, and advise on the best strategy. The support we provide is governed by our Support Policies which may change from time to time. Where commercially viable, we try to go beyond the contractual requirements and ensure that customers get the best service possible.
Task Packages for Customization Support or Report Writing
Per Task plans cover all short customization tasks or the writing of reports, answering any "How do I…” questions with your specific needs in mind.
All consultants at E-ISG have years of experience and expertise in establishing how business requirements can best be met before installing and configuring a client’s fixed asset management system.
E-ISG has an outstanding track record of delivering complex IT projects and major business programs across multiple industry sectors. Our extensive, hands-on experience enables us to generate strategic implementation plans, always clear and deliverable. Our project management method covers all aspects – the organization, management and control for all assignments. With an established and proven best practice project management system in place, we encourage formal recognition of responsibilities within a project and focus on its key deliverables.
Managed Data Conversion Service
E-ISG's Data Conversion Service is a fully managed process that involves converting existing asset data, via a common file format (e.g. xls, txt or csv), to create a complete Asset Register within Visual Asset Manager.
Within the timescales agreed for the implementation project plan, an E-ISG Project Manager will first work with a client to complete a data conversion document. This is a detailed record that clearly defines the structure and content of the data that is to be supplied, together with exact conversion rules. E-ISG will then verify the data to be converted prior to the actual conversion. Finally, E-ISG will provide the customer with a report to show the data in VAM, for verification and accuracy.
Implementation Made Easy:
Installation Services
Walkthrough
E-ISG provides a number of installation services and complete packages to enable an enterprise to get their asset management process started. These packages eliminate the risk of installations going wrong, or mismanaged setups.
An E-ISG training representative will provide consultation and assistance to system administrators for the installation and initial configuration of VAM on your chosen server via audio and web conference. Additionally, an E-ISG technical person will review the installation for any issues that could cause problems. This installation support is performed remotely. Two of our implementation packages provide data import services, as well as basic forms customization and report writing.
Training
We also offer a range of remote training packages designed to give users the confidence and knowledge to effectively use Visual Asset Manager, including specific tracks for system administrators, IT professionals and facilities managers.
