Support

Post-implementation can be a worrying time for a customer as qualified consultants leave their site and they are left to deal with a new system on their own.  We realise that this can be a stressful time and any problem, whatever size or complexity can be detrimental to the running of your payroll or HR department.  We have therefore put systems in place to provide complete peace of mind and to ensure the smooth running of our customer's solutions.

At Miracle, we have a dedicated helpdesk which is manned by a team of specialists with technical, payroll and HR expertise.  Our dedicated support staff are on hand to help customers with operational queries, correction of data problems and provision of software 'fixes'.

All calls are logged via our help desk system, which ensures we can deal with queries in a timely and proficient manner.  Once the call has been logged, we will allocate a reference number and it will be given a priority.  Regular updates will be provided from initial investigation through to resolution.  We do have escalation procedures in place to ensure our customers feel satisfied with the way the query is being handled and to make sure our management team are aware of any issues.

We operate based on target response times for problems or queries that are reported via our help desk.  We do have Service Level Agreements in place and our priorities range from severe impact to an annoyance level.  However we do recognise that payroll is a mission critical application and will do our utmost to ensure all payrolls can be processed.

In addition to our standard helpdesk support, we do offer a range of additional support options including Bronze, silver and gold packages.  We can also tailor a package to the specific needs of a customer if requested.  To see further information on our support options, please download our support factsheet here.

For further information please contact us on 0845 634 5015 or email Sales@Miracle-Dynamics.com.