- Trustworthy
- Experienced
- Application
- Bespoke
support
- Trustworthy
- Experienced
- Application
- Bespoke
We are a services focused company with an accent on personal customer contact. When you select us as your support provider we guarantee that you will have already met, and will continue to meet the people who are working on your solution.
Our passionate, fully qualified team are available every weekday from 8am to 6pm GMT and endeavour to deliver support services within the recognised vendor response times. The team also get involved in implementation projects – meaning that they are an up-to-date front-line team who are used to dealing directly with customers.
The HAYNE support team…
ASSIST
Standard support
We are approved service providing partners, so we deliver our application services to the same Service Level Agreement levels as the vendors we partner with. If your ticket requires development input we escalate the issue directly to the vendor on your behalf. Our customer focused helpdesk are there to help you with problems, questions or concerns you may have with your applications such as; issues with intended functionality, configuration and code production problems or upgrades. So if you are thinking of choosing HAYNE as your project partner or switching your current support from another provider – you can be safe in the knowledge that it will meet your needs and be pain free.
ASSIST +
Enhanced support
Assist+ is WHOLE SOLUTION support, which means that your applications such as; Cognos Controller, TM1, BI, CDM, or LucaNet Consolidation and Reporting PLUS all the complex layers of your solution are supported. You get everything covered in our standard support service, plus much more. All the layers of your financial process including operating system, IIS, .NET, Java, SQL Server, DB2 or Oracle are included in this cover. No more conflicting support providers, no more ‘passing the buck’. In this support offering the hours of support can be varied to suit your working hours and your reporting cycles.
Not sure which support you need? Compare our two offerings below.
| Assist | Assist + | |
| Dedicated technical support contact | ✔ | ✔ |
| Product/Application support | ✔ | ✔ |
| Investigate code production issues | ✔ | ✔ |
| Dedicated support phone line | ✔ | ✔ |
| Online ticket logging and tracking system | ✔ | ✔ |
| Easy ticket logging via email | ✔ | ✔ |
Response times: Critical – System is down or effectively unusable as a result of the problem. Problem causes mission-critical impact on the Customer’s operation with no acceptable workaround (within 4 hours) Significant Impact – System is up and running, but the problem causes significant impact and has no acceptable workaround. High impact problem where operation is proceeding, but in a significantly impaired fashion (within 6 hours) Non-Critical – System is up and running and the problem causes only limited or insignificant impact. Important to long-term productivity, but is not causing an immediate work stoppage (within 8 hours) | ✔ | |
| Response times: Critical – within 1 hr, Significant Impact – within 2 hrs , Non-Critical – within 4 hrs | ✔ | |
| Whole solution support | ✔ | |
| Free application of fix packs | ✔ | |
| Technical upgrade consultancy | ✔ | |
| System monitoring * | ✔ | |
| Technical Assessments * | ✔ | |
| Out of hours cover * | ✔ |
*options that can be tailored to meet your needs
I have nothing but praise for the HAYNE team, especially Hugo from the implementation of our solution and Katy on the reporting side. Both professional and genuinely lovely people to work with.
RSA have a long term relationship with HAYNE and they always approach projects with the highest level of professionalism ensuring a timely and accurate delivery. The consulting team is always approachable and Hugo Halgreen in particular goes the extra mile.
HAYNE have been invaluable in helping us build our understanding of the IBM Cognos family of products. They’ve given us a much needed mixture of knowledge, experience, training, support and patience, which was delivered with solid professionalism from everyone. I look forward to working with them in the future.
