Ongoing Support

We work in partnership with our clients to get the most out of their software.

TPI's support programs provide access to our system engineers and support specialists during standard business hours by dialling our main support number. Extended cover is available on request.

All TPI support programs include Remote Support, which enables our engineers to log onto your system to assist with trouble-shooting and resolving problems remotely.

We have had a helpdesk database since 2002, which offers our customers the following benefits:

• Fast response times .
• On-line tracking of all tickets and their progress for individuals, their companies, and their organisations.
• On-line Knowledge Base so our customers will be able to search on all of the information gathered for themselves, their companies, and their organisations during the support process.
• Facilitates re-assignment of tickets to other engineers if people are travelling or on holiday.
• Allows our customers to view their product/contract/license information on-line, as well as update contact details.

TPI Support aims to respond to all logged calls within 30 minutes.

A site visit call can be used for a multitude of services: server maintenance, training, evaluation of your existing system and its performance, even audits to discover if there are new services or technologies that may be beneficial to your workflow. Its your day.

The service level you choose determines the number of site visits included in your support program.

TPI is always available to our customers to provide workflow consultation and collaboration, as well as advanced systems configuration and development as a part of our Professional Services.

Typical projects for our Professional Services group include:

• Customised interface for WebNative® Portal
• Active Directory IntegrationTransferring large amounts of files and metadata
• Custom development to solve a specific business requirement
• Training
• TPI provides extensive training to our customers, working with both creative and admin groups to ensure they fully utilise the features of the technologies we sell and deploy.

We train at your site, or in our London office.Available training:

• Portal Administration
• Portal Basic/Advanced Customisation
• UNIX System Administration
• TWIST Workflow Optimisation
• Accelerator Template Customisation
• Colour Calibration and Soft Proofing