Scope of Support Service
Terms of Use
Aqilla terms of use state:
Customer must make all reasonable efforts to investigate and diagnose any problems in advance of contacting Aqilla. Unless specified under a premium service agreement, all technical support enquiries must be reported by email to support@aqilla.com. Aqilla endeavours to deal in a timely manner to all technical problems. Support is provided normal business days (in England) between 9am and 5pm (GMT).
Aqilla is continuously and automatically monitored at a system level. Should a user encounter a problem, an email is automatically sent to our solutions team. UK based telephone support is provided and available during normal business hours and we endeavour to respond within 4 hours either by e-mail or by telephone (actual response times are however often faster than this). All problems and customer requests are logged and monitored on a centralised CRM and Issue Management System.
All Aqilla customers are assigned an Account Manager as well as a Consultant to support them through implementation and throughout the life of use. They are available to anyone within your organisation to ensure you maximise the value from your Aqilla software. Additional experts are provided when required.
In addition to this comprehensive online help library, Aqilla provides feature demonstration videos, product webinars as well as a UK support helpdesk to help you navigate the software effectively. We encourage customers to nominate ‘super users’ within their organisation who can act as an internal first point of contact and trainer to new members of staff. Aqilla also hosts an annual user conference, giving our customers an opportunity to gain industry insights, meet the team and share thoughts.