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Overview

Our Support Guarantee

As part of our overall offering, we can also provide you with specialist support services. From structured and tailored advice on running call accounting technology to system planning and integration, we can give unrivalled expertise and insight for both our own products or telecoms software products from other providers.

Offering three levels of support, our comprehensive support packages cover the following elements...

1. Softweg Business Support

A support plan designed to cover all your standard technical support requirements.

  • Open ticket - get in touch whenever you need us via our open ticket facility through phone, e-mail, and web support portal.
  • Custom-built Portal - our customer support portal allows you to view ticket history and establish what tickets are still open.
  • Response - we’ll guarantee a response time of max 12 hour’s initial response time once the issue has been submitted.
  • Hours - we provide office hours as our service hours, which are 9am to 5pm Incidents - 30 support desk incidents are included.
  • Remote support - we can assess your support issues remotely, saving you time and hassle.
  • Updates - automatic software updates are included as part of our overall agreement.
  • Maintenance - we’ll carry out scheduled maintenance 1-2 times per year, depending on your requirements. This will include verifying system/automatic backups and updates.
2. Softweg Pro support

This plan delivers augmented support and will deliver another level of peace-of-mind.


  • Open ticket - get in touch whenever you need us via our open ticket facility through phone, e-mail, and web support portal.
  • Custom-built Portal - our customer support portal allows you to view ticket history and establish what tickets are still open.
  • Response - we’ll guarantee a response time of max 8 hour's initial response time once the issue has been submitted.
  • Hours - we provide extended office hours as our service hours, which are 8am to 6pm.
  • Unlimited - you can take advantage of our unlimited support desk incidents.
  • Remote support - we can assess your support issues remotely, saving you time and hassle.
  • Updates - automatic software updates are included as part of our overall agreement.
  • Maintenance - we’ll carry out scheduled maintenance 1-2 times per year, depending on your requirements. This will include verifying system/automatic backups and updates.
3. Softweg Premium Support

As the highest support package we provide, you’re assured of first-class technical support with this comprehensive service.

  • Open ticket - get in touch whenever you need us via our open ticket facility through phone, e-mail, and web support portal.
  • Custom-built Portal - our customer support portal allows you to view ticket history and establish what tickets are still open.
  • Response - we’ll guarantee a response time of max 8 hour’s initial response time once the issue has been submitted.
  • Round the clock support - we provide 24/7/356 cover as our service hours.
  • Unlimited - you can take advantage of our unlimited support desk incidents.
  • Remote support - we can assess your support issues remotely, saving you time and hassle.
  • Updates - automatic software updates are included as part of our overall agreement.
  • Maintenance - we’ll carry out regular maintenance, depending on your requirements. This will include verifying system/automatic backups and updates.
  • Pre-paid hours - that can be used for future requirements including customization/training/reports and more (how many pre-paid hours are included will be agreed on in the contract in advance).
  • Pro-active system monitoring - (AccPlus system will be connected to our global fault management application).