Customer Support Services

Protect your organisation and maximise your investments with our support and services

Supporting your system, when you need it, how you need it

At TouchstoneEnergy, our support team has a simple ethos; when our customers have a problem and are in need of help, it is our job to support them and make the experience as painless as possible. This forms the backbone of everything we do on the Helpdesk.

Contact our Services team

Breadth and depth of skills and experience

We sincerely believe we have some of the best people in the industry working on our Helpdesk. Our people are not just experts in the software and technology our customer use, but also have business experience. This is in addition to any professional / technical qualifications such as AAT, ACCA, MCSE, IMechE or Meng they may have. Therefore empathy and understanding with our customers and their objectives is an important ingredient of the services we provide.

Another thing that sets TouchstoneEnergy apart from our competitors is that our Helpdesk staff have chosen to make a career in helping people, they are not trainees that are serving their time to move into some other role; they therefore have the breadth, depth and longevity of experience that our customers can rely on. We don’t just stop there, we continue to invest in training for our people to ensure they not only continue to enhance their own skills but maximise their potential to the benefit of our customers.

Tailored support to suit you

Our UK based support help desk is staffed by experts in your solution, providing you with the peace of mind that if you experience any issues with your software, help is there when you need it. TouchstoneEnergy customers can choose either our Essential or Premium support plans.

Essential Support

Our Essential support plan provides a comprehensive service to all our customers giving you the backing of a team of technical and application experts, whether you want to report a fault or have a question about the software. We work to a published SLA and monitor our performance against it giving our customers the peace of mind that we do what we say we do, when we say we will do it.

Premium Support

Our Premium support plan provides all that the Essential plan offers but goes further by allowing you to tailor a support package for the unique needs of your business, adding a number of optional value-added services. Examples of the available services include:

  • Annual system health check with a report of recommendations
  • Annual or bi-annual patching of supported application software
  • System backup integrity checking
  • Application database checking & optimisation
  • System performance monitoring and optimisation
  • Out of hours support for specific business critical periods
  • Integration monitoring and troubleshooting
  • Reporting performance review
  • System archiving and rationalisation
  • System user security and permissions review
  • Temporary (or full time) system administration cover *

* Our support team can become your additional member of staff. For times when the unexpected happens, or you have a short term, planned staff shortage, our expert team can step in and fill the gap, providing systems administration cover, so you never need to worry about interrupting your business.

This is not an exhaustive list. For the full list of available options, please contact our helpdesk team.

Key functions of the TouchstoneEnergy Helpdesk

Knowledgebase


Our Knowledgebase, accessed through our Helpdesk Customer Portal is full of helpful articles and FAQ’s. If you are having an issue with your software, chances are, someone else has experienced it before, and we have found a solution. You can also find the answer to other queries such as "Is my software version compatible with a particular version of Windows or MS-SQL?"

24/7 issue logging


Log your issue 24/7 using our Helpdesk Customer Portal and track the status of those issues from initial log through to resolution. Our UK based team operate a scaled response time depending on the urgency of your query and it will be dealt with in line with our published SLA and during working hours*

*Monday to Friday (08:30 to 18:00) except on UK public holidays.

Remote issue handling


The majority of issues that users have can be dealt with remotely. At TouchstoneEnergy we are fully equipped for remote working and use industry standard tools and technology; As long as you have a sufficient internet connection, we can access your systems and provide a solution. Alternatively, we can talk you through the steps of troubleshooting and problem resolution.

Services On Demand

Application software training


Whether it is training on a new piece of software, training for a new member of your staff, or refresher training for your existing team, we find that bite size chunks work best. TouchstoneEnergy customers can take advantage of our remote training service (billed separately to support plans) to ensure your staff are using the software to their best advantage.

Ad hoc Consultancy By-the-Hour


For times when you need a small piece of work carried out or a minor adjustment to your systems, we offer consultancy by-the-hour, carried out by our highly skilled and experienced Helpdesk Consultants. Typical examples of Ad-hoc Consultancy;

  • New transaction type configuration
  • Modify screen layout
  • Create data access groups and attach to users
  • Adjust a document layout
  • Set-up a new analysis dimension and load codes
  • Create a Transfer Desk profile and test a file upload
  • Create a new payment profile
  • Advise on report configuration
  • Review a software configuration

This is not an exhaustive list, if you would like to discuss your particular need then contact the Helpdesk Team who will be happy to advise.