At Border we are dedicated to providing first class software backed up by a first class support service. CounterAct is a big and complex package so it’s vital to have the necessary setup training before you go live and then on-going support to help you get the most benefit from your computer system.
Our support team is not just there to resolve problems; they give help and advice on the best ways to get maximum benefit from CounterAct for your business. Your support package includes unlimited access to our telephone and on-line support service. Border also has the facility to access your server and individual PCs to resolve issues on-line.
Every support call we receive is logged. If an issue cannot be dealt with immediately it is escalated to the correct person for resolution. Having our developers in the same building as our support team is invaluable in helping to quickly resolve issues.
Our support department will carry out housekeeping and checks on your system to make sure that your system remains stable, reliable and quick. Our service includes as standard lots of work that other companies will charge extra for. For example, we don’t charge to adjust VAT rates on the system.
CounterAct has on-line help facilities included. You can easily get on-line access to all the system manuals and quick reference guides. You can also view upgrade issue notes or search for a particular help topic. You can also email our support department direct from CounterAct.
Our User Website enables CounterAct users via a secure log in to view their outstanding and closed support events. Users can review and update events themselves. The site links direct to Border's internal support system. Users can also run screen share support sessions direct from the site as well as access a useful support documents section and a technical blog.
Software upgrades are included in your support package. These updates are issued two times a year on average, so you can be sure that your software is constantly moving forward and being improved. That said, we give our users the option to turn on or off major new features as required.
CounterAct has a huge range of options allowing users to tailor the system to their individual requirements. After all, no two companies are ever the same so why should their software be?
We send detailed notes out with each new issue explaining what changes and enhancements are in the upgrade. In addition, we email all our customers a quarterly newsletter which has information on current and future enhancements as well as highlighting features about CounterAct that you may find useful.
Our annual user meetings play a vital role in helping our customer get the most from CounterAct. We generally hold meetings in the Spring around the country.
These free events include an update session on features added to the system in the last 12 months as well as other issues our users would like to discuss. We also use these sessions to get feedback from users as to what features they would like added to the system in future.