Support & Maintenance
Secure Your Business
Cerillion offers a comprehensive set of support and maintenance services to ensure our customers enjoy smooth and successful business operations.
We have over 20 years’ experience of supporting enterprise software for customers all around the world and this is reflected in the quality and depth of the support services we provide. Our support staff are based in three different locations and time zones around the world, enabling us to offer 24 x 7 support of the highest level, and support requests can be logged via email, phone or online channels at any time.
Cerillion support and maintenance services are based on standard offerings which can be tailored to the specific needs of customers on a case-by-case basis. These offerings normally cover second & third line support for Cerillion products, as well as Help Desk facilities for third party products.
Customers can gain advice and guidance on the day-to-day use of the different Cerillion offerings through direct access to software support specialists providing expertise on product configuration, defect correction and new software releases.
For customers whose business needs require specific service levels or additional support services, Cerillion can agree individual Service Level Agreements with options including:
- Enhanced response times
- Onsite support on an emergency, or a regular basis
- “Special Period” arrangements where support services are enhanced during periods of special significance to the individual customer
- Software upgrades option – inclusive support contract covering the supply of all product upgrades