StorMan's technical support & upgrade plans are designed to help you get the most out of your self storage management software, by providing you with after-sales peace of mind. There are many reasons you may need help to run your business and it’s comforting to know that you don’t have to go it alone.
We have a range of support plans to suit you and your staff and we would love to discuss your options with you... after all, it’s your self storage business that we are supporting!
Our support & upgrade plans are outlined below in a comparison-table. If you're not sure of your support plan, or you wish to find out more, please get in touch.
|Target SLA (Critical-level fault)
This is the general maximum time it will take for you to receive a response from us regarding a technical support issue of a "Production System Failure" nature - meaning the application is unusable and a work-around is not possible. For example: sitedown, server crashed. Unable to open StorMan.
|1 hour||2 hours||4 hours|
|Target SLA (High-level fault)
This is the general maximum time it will take for you to receive a response from us regarding a technical support issue of a "Production System Degradation" nature - meaning an isolated function is unusable. Issues which do not currently stop the users core business but whose consequences have a high impact on the work process. For example: PDF documents not sending.
|4 hours||8 hours||16 hours|
|Target SLA (Medium-level fault)
This is the general maximum time it will take for you to receive a response from us regarding a technical support issue of a "Functionality" nature - meaning an issue that causes minor operational impact but there is an acceptable workaround.
|8 hours||16 hours||32 hours|
|Target SLA (Low-level fault)
This is the general maximum time it will take for you to receive a response from us regarding a technical support issue of a "Cosmetic" nature - meaning no impact on production & implementation can wait for a future release.
|16 hours||32 hours||64 hours|
|Site-down phone support
A 'site-down' is when you are unable to open or start StorMan in any way.
|Remote dial-in support
Sometimes, it's just quicker and easier for you to show us an issue you may be experiencing. Thanks to remote access tools, all you need to do is log us into your computer and we can take a look at things from there.
Our Fortnightly Techtips feature great tips and tricks for the ongoing use of our management software.
|Annual system check-up
Each year upon request, we will scan your StorMan datafile using a series of advanced database analysis tools to ensure it's structure is valid. Indexes will also be checked at this time, followed by a database compaction to streamline any empty data fields.
|Discounts on products & training
If you need to book-in for some training, or want to make use of some of our add-on products and services, be sure to ask about our discounts for customers on the indicated support & upgrade plans.
Our ever-popular PowerSessions are short (20 minute max.), short and sweet live webcasts that teach you how to use a particular feature and then let you get back on with your day. PowerSessions are also recorded - so if you can't make a live session, just come back later and check out the recording!
|Complimentary software updates
If you're on a valid support & upgrades plan, then you'll also be eligible for complimentary updates to the latest & greatest StorMan version - including all of it's new features, screen designs, fixes and enhancements!
|Access to myStorMan
Clients on a valid support & upgrades plan have access to myStorMan - our online customer portal, featuring hundreds of searchable technical support articles, how-to movies & guides, plus an online store and stacks more.
|Limited support for peripherals
Clients on the marked plans will also receive limited support for some add-on services and peripherals, including the setup of certain PDF printers, credit card / SMS merchant services, remote access tools (for our support agents only), card swipers and receipt printers.
|Access to Online Services|
Depending on the StorMan product you use, technical support add-ons may be required.
We will endeavour to achieve the target SLA times with all good intention but note that during unusually high workloads, these target times may be extended. The reference to 'hours' takes into account the operating hours of your local StorMan Support Centre.
StorMan may be able to assist with sitedown emergencies on the weekend. If you cannot open your software on the weekend please call our Australian or New Zealand offices and leave a message describing the problem with a telephone number to call you back on. We will attempt to help you as soon as possible, while recognising that our support staff do not work on weekends.