Fern has dedicated customer support staff around the globe, therefore providing support across multiple time zones. Our regional partners also provide support in local languages, providing an additional level of personal care.
All reported issues are assigned a ticket number and a severity level and recorded in our call management system. Logged support tickets are updated dynamically as they are assigned to individual support personnel; clients can add comments and request status updates; and all conversations regarding individual queries are updated real time.
Support Call Management System
Our support call management system allows you to submit support requests online using personalised login; indicate its urgency; keep track of who is working on it; exchange messages with our support team; and get notified of status updates. This system will improve your visibility on the progress of your outstanding questions, enabling us to provide you with a better service.
We are constantly reviewing our solutions and seeking feedback from existing clients to ensure Abacus is kept relevant and up to date in terms of features and functionality. System upgrades are delivered to customers as part of the Annual Licence and Support fee at NO additional cost, and can be incorporated automatically by the system using the built in upgrade utility. This commitment to you saves significant time and expense in comparison to other providers’ solutions, where upgrades are chargeable and applying those upgrades requires significant external resource.
Ongoing Support and Updates
Fern has a single worldwide standard version of the Abacus code. This allows us to extend value and efficiency to our customers, keeping the costs down and our software has minimum bugs while our development flexibility is at the highest level. User documentation and help files are also standardised.
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