Support on Three Levels

First-Level-Support

SAF-Software is generally used in groups and corporations with store-oriented structures. Because of our experience we have learned that often multiple stores will have the same questions and problems, SAF recommends the creation of a central competence center that performs this role.

SAF assists clients implement a competence center by providing adequate training for the staff involved. As a result, these employees have the know-how they need to handle a large amount of questions independently and to eliminate errors.

Second-Level-Support

If the competence center find an error, the SAF support team takes action. This service, referred to as second-level-support, is available to SAF customers upon request. The work to be performed, as well as related maintenance and service obligations are governed by service agreements, which have to be concluded separately.

Third-Level-Support
Very complex requests that cannot be resolved by second-level-support, call for the involvement of absolute experts. They are members of the SAF development team and are contacted if

• the behavior patterns of the product indicate the likely cause of the problem is a bug,
• the behavior patterns of the product deviate from the standard and cannot be reconstructed without the source code.