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CUSTOMER SERVICE

We consider customer service to be the key element of the ComSTAR®2000 solution and one of the main competitive advantages of our company.
During implementation, every customer signs a Contract of service. By signing this contract the customers will have a clear view of what service they are entitled to, how much they will pay for the service and how fast the supplier must react to the customer’s requests.

ERP system support represents a complex package of service most suitably characterised by the following diagram:

HELP DESK

The Help Desk service is the supplier’s main service. It functions as a logistics centre to which the customers direct their inquiries. A request proceeds in the following steps:

The customer contacts the Help Desk via e-mail, web page or phone.

The supplier’s employees register the request and confirm its receipt to the customer. After that they pass it to the respective specialist in order to be solved.

In case of need or upon request the supplier’s employee informs the customer of the current state of the request’s solution.

The supplier’s employee notifies the customer of the solution to the request.

Help Desk service is provided free of charge on business days from 6:00 AM to 6:00 PM and it is a mandatory part of every delivery.
For an additional fee it is possible to extend the time coverage up to 24 hours a day, 365 days a year.

HOTLINE

Hotline is a fast consultancy service. Within this service our specialists provide consultations over the phone, regarding both the consultancy area (accounting, salaries, finance, production etc.) and the technical area (software, hardware, networks).

APPLICATION LAYER SUPPORT

Within this support the supplier undertakes to:

Perform modifications of the system arising from changes in generally binding legal regulations.

Continuously develop the system functionality with respect to technological development.

Remove data faults, should they occur in the system.

SYSTEM LAYER SUPPORT

The supplier undertakes to provide support with respect to the system software supplied to ensure operation of the application layer, in the scope defined by the system software suppliers.

OPERATIONAL SUPPORT

This support ensures the prevention of accidents by means of regular system inspections and optimisation of the system's operational parameters. The service also includes regular inspections of the hardware servers, status recording and handover thereof to the customer.

CUSTOMER SUPPORT

Customer support represents the following types of the service:

Provision of professional consultancies and training.

Removal of system's data problems caused by unprofessional use of the system.

The development of new functions of the implemented system according to the customer’s requirements outside the scope of the application layer support.

Processing projects related to implementation and operation.

Installation and repair of computer hardware, software and network components above the scope of standard support.

In case of more extensive requests the customer will receive a price offer in advance, including the technical specification of the request’s solution.

ComSTAR supplies the operational information system (ERP) ComSTAR 2000 mainly used in the food processing industry (bakeries, bakehouse, mills). ComSTAR 2000 contains the complete apparatus for double-entry bookkeeping where the majority of accounting operations are made automatically based on events entered in purchasing, production, stock control, sale, transport systems, etc. ComSTAR also develops the CRM and MIS.

ComSTAR, spol. s r. o., Třebohostická 14, Praha 10, tel.: +420 274 016 000