​Support Services from Wizard Systems

Wizard Systems have put together a number of different support solutions to suit your budget and the level of service you need.  We recognise that some of our users go it 'alone' and set their own systems up.  Some Users for whatever reason want a more comprehensive support service and rely on ourselves for any question relating to the use of our systems, or you maybe somewhere in the middle.

At the heart of our support is our Helpdesk - ready and waiting to take your call relating to any product we have supplied you.  This is essentially a 'Telephone Help Line Service' - Available 9.00am to 5.00pm Monday to Friday, by calling our main UK number 01454 316800. Support is also available via Email to our Support Email Address, or in some circumstances via Skype or similar. Email is the preferred method of support for all non-urgent issues, as it puts things in writing and allows you to send us supporting information.
  • All requests for Telephone Support are logged in our Help Desk system with a Call ID number and all relevant information about our interactions concerning the case
  • A maximum response time to recorded queries is 24 hours. If there is no immediate solution, the problem will be progressed through to the Software Authors and, if possible, an interim solution will be provided
  • An unlimited number of Telephone Support calls can be made by users of this service if a current support agreement/contract is in place
  • Please note that this Support Service is not intended to be a 'training service' and formal training must already have been undertaken by ourselves
  • In most cases we can also connect to your system via the Web in a secure way and take control of your PC
  • On site support is also available if necessary, but chargeable. Rates are available on request
  • As new builds within the current version of the Software become available, you will have access to those as long as you have paid for the relevant maintenance or support option. Usually these releases also contain new features!

Admin Support

Another service that many of our clients get benefit from is our 'Admin Support Service'.  Essentially this is where you purchase up front a block of time or 'credits' from us and use that time as you wish for things like....

1. Importing Data 
2. Customising the system more
3. Writing Reports & Dashboards
4. Updating/Amending Templates
5. Ad Hoc online Training (not meant as a replacement for formal training) and explanation on implementing a certain process in the system
6. Setting up new Users
7. Installing Upgrades and Updates (if of course you have a non-cloud version of any of our systems)

Whether you find the task too complex, or you simply just don't have the time to do it yourself, our support team would be more than happy to do such tasks for you,

The number of credits required to complete each task will vary depending on the complexity and detailed requirements of that specific issue, and each customer will be quoted on their individual requirements.  The delivery of online assistance may need to be scheduled for a future date/time depending on the requirement.  

Before Calling or Contacting Wizard Systems Support Help Desk...

  • Is it just you that is getting the problem? Ask your colleagues if it affects them also. If you move to another WorkStation and repeat the steps, do you still get the problem?
  • What action were you doing at the time? If you repeat the procedure or carry out the same steps, do you get the same error? Try re-starting your PC to see if that improves
    Make a note of the exact error message or number. Sometimes, you can press Alt-PrtSc when you get the error and Paste/Copy the error into say Word or WordPad
  • If what you are trying to do, used to work, then ask yourself 'What has changed on my system recently?'. Have you installed any new software/hardware recently, which might be causing a conflict?
  • Are you sure there are no problems with your PC or Network? E.g. Network connection, Hard Disk OK, enough memory, other programs running which may be causing a conflict?
  • Are you on an up to date version of the software? Check via Help|About
  • Check the Manual that came with your software or check the on-line help in your Software (Help Menu at the top of your screen). Search for the error or procedure.  If the problem relates to a Word Template or a Report, get the filename ready for our Help Desk personnel.