| Philosophy | The support philosophy for TDOC is based upon
minimising the effort that has to be expended by our users and thus also
ourselves. The software is designed to be as robust as possible: it carries out a data integrity check and system environment check when initialised. It generates error messages and closes itself (when possible) safely creating an error log. In the event of an abnormal event, warnings are given on re-initialisation which is done using the System Utilities module; indexes will be repaired in any event. The system contains a complete internal validation system which will report on damaged files and missing records ensuring that relational integrity can be restored. It is of course preferable but not necessarily viable to restore from backups, as sometimes these are out of date or themselves corrupt. The System Utilities can create backups and restore from them as required. |
| Support (under Annual Support Contract) |
Support is provided by telephone and or email. Our office hours are flexible and therefore we can arrange to have someone available given some notice due to any time difference between us. This solves the "immediate user problem". Our preferred support method for the "how do you do this ?", or "what has happened ?" type questions is for the problem to be written down and emailed to us. We also prefer to get a copy of the user's data so that we are studying an identical situation, and normally ask that this is transmitted via email as a zipped up file: this facility is built into the TDOC System Utilities module. |
| Upgrades (under Annual SupportContract) |
We provide upgrades - which can be downloaded from the TDOC web site, or made available on CD if required - so that you are always using the latest version. From time to time fixes are made, and supplied free of charge. |
| Training (as purchased) |
We insist that adequate training takes place. This
covers document controllers and project secretaries and other users,
other users such as project and contracts mangers, and IT Staff running
any associated network. Document Control requires a good understanding of the business process. Our training methodology is one of "Transfer of Technology": i.e. to train one or more persons so that they can then train others. A training course is made available to the persons whom we train. There are three courses covering:
|