Meeting Your Needs With Diamond plus Service
Seven-day, 24 Hour System Support
NORTHWIND understands the value of personalized services the same way you do
and provides quality phone, fax, e-mail and modem support services directly
from its offices to ensure your Maestro systems are always at their optimum.
NORTHWIND’s experienced hospitality systems support personnel handle all
support calls directly. To better track and respond to client needs, all
support calls are categorized by application and given an Incident Number for
reference and prompt action by the appropriate system specialist. It is
NORTHWIND’s policy to resolve support calls at the time of the call; however,
any ongoing incidents are assigned a priority level and are treated
accordingly. Application errors are submitted immediately to the development
department for prompt correction and release.
Staff Training
To reduce initial training costs, and help new hires be productive faster
NORTHWIND has designed of a unique user interface that simplifies training and
reduces class instruction time significantly. "How To" user manuals promotes
self-training initiative and allow clerks to perform tasks quickly and
accurately in a short time. Strict control over user interaction with the
application software modules ensures trainees are limited to non-critical parts
of the system until they can be brought fully on-line. To further reduce its
clients’ training costs, NORTHWIND also offers training via remote Internet
connection to focus on special topics and help maintain a high level of
knowledge and application utilization.
Software Customization
Enhancements to all NORTHWIND systems are client driven. Many functionality
upgrades are made by NORTHWIND each year. Most of these are included in new
version releases to users with a current maintenance agreement. Other
customizations are provided to clients with specific unique needs on a fee
basis. The priority of these paid customizations depends on the urgency
attached to the enhancement. Paid customizations may also be included as
options in future releases. NORTHWIND provides a wide spectrum of existing
interfaces, and also develops customized interfaces based on client needs. To
assist clients with their unique customization needs, NORTHWIND’s development
team provides design and productivity analysis for proposed customizations.
Disaster Recovery
In the unlikely event of major damage to a client’s system due to an unforeseen
accident, NORTHWIND will assist the property over the phone or via modem to
restore applications and data from the client’s most recent system back media.
If the file server PC is out of service for more than a day, the NORTHWIND
application and data can be installed in an alternate PC so that client
properties may continue to operate. NORTHWIND recommends users subscribe to
24-hour 7-day on-site maintenance from their hardware manufacturer for file
server PC, one workstation and one system printer. The need for disaster
recovery can be reduced by purchasing hardware and operating systems from a
reputable hardware manufacturer.
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