Experienced, trustworthy support
Our primary focus as a company is to deliver an exceptional level of service, emphasising direct engagement with all of our valued customers.
Personalised Support for Leading Business Applications by HAYNE Solutions
By choosing us as your support provider, we ensure that you will have the opportunity to meet and maintain contact with the individuals handling your solution.
We support the following applications:
- IBM Planning Analytics
- IBM Controller
- IBM Cognos Analytics
- CCH Tagetik (Full Suite)
- Microsoft Azure Cloud (HAYNE.cloud)
We offer two support options
HAYNE Assist
Standard support
We are approved service partners, delivering application services at the same Service Level Agreement levels as our vendors. If your ticket requires development input, we escalate the issue directly to the vendor on your behalf.
Our customer-focused helpdesk is here to assist with any problems, questions, or concerns about your applications, including functionality issues, configuration, code production problems, or upgrades. Whether you are considering HAYNE as your project partner or switching from another provider, you can trust that we will meet your needs seamlessly.
HAYNE Assist PLUS
Enhanced support
Assist PLUS provides WHOLE SOLUTION support for your applications, including IBM, CCH Tagetik, and all integrated solution layers.
It covers everything in our standard service and more, including your FPM process layers like the operating system, IIS, .NET, Java, and SQL Server. No more conflicting support providers or ‘passing the buck.’ Support hours are flexible to your needs.
We also offer out-of-hours support during key periods like month-end and year-end.
Not sure which level of support you need?
Compare our standard and enhanced services below:
Assist
Standard Support- Dedicated technical support contact
- Product/Application support
- Investigate code production issues
- Online ticket logging and tracking system
- ‘How to’ tickets 2 per month
Assist PLUS
Enhanced Support- Dedicated technical support contact
- Product/Application support
- Investigate code production issues
- Online ticket logging and tracking system
- ‘How to’ tickets 4 per month
- Whole solution support
- Free application of fix packs
- Technical Assessments *
- Out of hours cover *
- Quarterly support review meetings
*options that can be tailored to meet your needs.
In general terms, for our Assist PLUS customers we operate on a “show” rather than “tell” model, to provide the greatest possible assistance with any issues you may have with your application”.
%
of tickets are dealt with ‘in house’
%