YOU WILL RECEIVE E-MAIL CONFIRMATION ADVISING YOUR ENQUIRY HAS BEEN LOGGED
YOUR CALL WILL BE ASSIGNED TO A SPECIALIST CONSULTANT TO RECTIFY
When logging a new support call, either by telephone or e-mail, the following information will help us quickly direct your enquiry and respond in the most appropriate manner:
Which software package the call relates to, for example, Sage 200, NetSuite, Cloud Data Exchange, Data Exchange etc. Where possible also note the software version number.
If your call is urgent, such as your system is currently down, please make this clear to the support consultant who answers the phone to allow us to prioritise your call.
Note any error messages displayed in your system, giving as much detail as possible to allow us to investigate this for you in a timely manner. Consider things such as whether just one user is experiencing the problem or are multiple users affected?
If you are able to replicate the issue by following a certain process in your system, please outline the steps required to replicate this in your e-mail.
If the call relates to a previously raised issue, please include the original ticket number if known, or advise the support consultant of this when logging your call.
The consultant who answers your call may transfer you to the person best suited to resolve your enquiry, or arrange for them to give you a call back as soon as they become available.
If your enquiry is regarding a report, a complex issue or an error message, it is best raised by e-mail with any appropriate prints, reports or screenshots attached and sent to support@eurekasolutions.co.uk.
THIS IS A CTA BLOCK
REMOTE ACCESS TO YOUR SYSTEM
Our support team may request remote access to resolve your issue. To do this, they would request permission to log in to your PC directly using software called TeamViewer. Please be aware that you will be unable to use your PC whilst we are logged on and you may wish to log us on to a spare PC where possible.
EMERGENCY SUPPORT
Our normal support hours are 9.00am – 5.30pm Monday to Friday. Should you require emergency support out-with these times, please call 01355 581 960 for details of the mobile numbers you can call for urgent issues. Alternatively, email us on our support address at support@eurekasolutions.co.uk. This address is monitored and we will endeavour to respond to your query as quickly as possible.
CUSTOMERSURE FEEDBACK
Eureka Solutions pride ourselves on the support we provide and value feedback on our service. When your support call is closed you will be sent an e-mail requesting feedback via our CustomerSure system. Any feedback you provide is greatly appreciated and will be used to improve the service that we offer you and other customers.
PRIVACY POLICY
Eureka Solutions are committed to protecting and respecting your privacy. Our support team may request some personally identifiable information from you to allow us to provide you with support on the basis of our contractual agreement, including your name, job title, e-mail address and phone number. For more information on how we handle your personal data please view our Privacy Policy.
If you have any further queries on our support process, please do not hesitate to contact us and we will be happy to advise.
SUCCESS STORIES GENERIC BLOCK
Our Success Stories
By adhering to our founding principles of technical expertise and customer service, we build long-term client relationships and provide systems that deliver value and impact to the businesses we work with.
We had absolutely no reservations in continuing to work with Eureka Solutions. We know the team and structure, and we thoroughly respect the company’s values and management style. Throughout our relationship any support issues have been resolved instantaneously, and it is a huge bonus to us that they are experts in both Sage – our existing system – and NetSuite, making for a smooth transitionJim McNellis | Loganair
Eureka Solutions helped us to understand clearly how we would go live from one system to another. At a very early stage in the process, the Eureka Solutions team were able to clearly illustrate what NetSuite would actually look and feel like for Chilango, and that was hugely reassuring.Tom Ormond | Finance Director | Chilango
Eureka Solutions was selected over other business partners as they had the skills to tweak and develop the software which ensured I never heard the statement ‘the software won’t do that’.Neogen Europe Ltd
We are already blown away by what it can do versus our previous system! I did one task on NetSuite this afternoon that took me two hours before, and literally within 30 seconds I had what I needed, amazing!CFO | Saltrock
The preparation and handholding at the beginning of the project made us feel relaxed and confident that everything was going to be covered. The level of detail that was put into the ‘Go Live’ preparations meant that there were no teething problems.Thomas Schofield, Financial Controller
We as a club have confidence that NetSuite, with on-going support from Eureka Solutions, would be able to not only meet the immediate requirements of the business but also easily
adapt and grow along with the club indefinitely.Thomas Bonser | Head of Finance | DCFC
The functionality NetSuite offered us to run our global businesses was unrivalled and Eureka Solutions’ experience in implementing similar systems for other exciting international businesses made them our obvious choice.Ajay Shah | CFO | Bounce
I cannot begin to describe the difference Eureka Solutions’ interventions have made to the way we operate. Eureka Solutions got on board, had a look at what we did and came up with ways of making sure that the solution was tailor-made to suit our business and solved the problems that we were facing.John Breslin | Managing Director | Kelvin Power Tools
Eureka Solutions have exceeded all our expectations with this NetSuite project. Our dedicated Project Lead and the wider team quickly got to grips with our business model and fully understood our requirements, they are very impressive. I would recommend Eureka Solutions over and over again.Jayne Mason | Managing Director | The School Bus
NetSuite has far exceeded our expectations and has become our ‘one stop shop’ for all of our financial information. This, along with the excellent support we receive from Eureka Solutions means we are keen to use NetSuite as a platform for growth and we plan to work with Eureka Solutions to extend the system to cover other areas of the business such as project management and timesheets in the near future.Jenelle De Peza | Director of Finance | Connect Managed Services
The preparation and handholding at the beginning of the project made us feel relaxed and confident that everything was going to be covered. The level of detail that was put into the ‘Go Live’ preparations meant that there were no teething problems.Adele Farquharson, Managing Director
