Support will be provided from the Factonomy helpdesk either via telephone or online. All helpdesk staff are located in the Factonomy offices.

An online issue reporting system will be used so that users can log issues which can then be tracked by help desk staff and the client. Issues not satisfactorily resolved are escalated to the Chief Executive of Factonomy – following investigation a report will be produced for the client stating the reasons for service failure and the steps taken to avoid this in future.

Factonomy support will be provided remotely using telephone, desktop viewing software and our db admin tool, which has real time reporting capabilities from the live environment for debugging.