Support

We offer tailored support packages for your custom MCMS 2002 implementation. If your solution employs our E-Business Developer Suite, we will enter into a support and maintenance agreement for our software, guaranteeing you access to the latest features and enhancements. If we have undertaken significant bespoke development, we will provide Telephone Help Desk Support for any problems associated with that code.

Base-Level Support Agreement

• Access to Cubik's telephone Help Desk.
• Ability to log calls between 09:00 and 17:00 Monday to Friday, excluding Bank and Public Holidays.
• Ability to log calls via email outside of normal working hours.
• Allocation of a unique call reference number to every call.
• Call back from a suitably qualified technical consultant within four working hours of the logging of the call.
• Response times for resolution in accordance with the severity of the call.
• Unlimited reporting and resolution of software bugs.
• All non bug related calls are classed as incidents. Each client is allowed five incidents per annum. Additional incidents may be purchased in blocks of five.