This service is included as part of your software maintenance agreement with AF Technologies. If you do not have a current maintenance agreement, Help Desk services are billed at an hourly rate related to your contract.
Future Releases and Upgrades
There are new features and benefits available with a TEAM software maintenance agreement. The standard support agreement not only entitles you to Help Desk support, but also future releases and upgrades and standard software fixes as required in our normal programs. AF Technologies is also now offering the benefit of support to certified custom enhancements related to TEAM. Please contact your Account Manager for more information concerning the support agreement or to renew your agreement.
When you call the Help Desk, a support representative will answer and log the call, gathering the necessary information. The support representative will either answer your question immediately or return the call with a resolution to the issue. Occasionally you may need to be called back with the resolution or expected time for completion.
Both Functional and Technical Support
The Help Desk staff consists of both functional and technical representatives. The representatives are available to answer calls between 9 am and 5 pm Mountain Time. For emergencies during evening and weekend hours when the TEAM application is experiencing downtime and critical functions are not available, your call is taken by an answering service and an on-call support representative is paged. You will be contacted within one hour for calls that cannot wait until the next business day.
Our goal is to keep you as satisfied as possible with our service. AF Technologies personnel are behind you every step of the way.