Our Customer Support
As
a part of our commitment to the success of your business, we offer a
comprehensive training program plus a maintenance and support program.
Maintenance and support program
Our maintenance and support program is a service available to purchasers of LIMS
and/or WeighWiz. It ensures you derive the maximum possible benefit from
your investment in 3LOG software, both now and into the future.
By taking advantage of 3LOG’s maintenance and support offering, you’ll have
the peace of mind of knowing that help is just a phone call away. Our
standard response time is within four hours of an incident being reported,
and actual response times are often within one hour. Support is available to subscribers to our Maintenance and
Support Program by three channels:
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E-mail support - Customers can e-mail their
issues and questions to
support@3log.com. The issue will then be categorized and forwarded
to a technical support engineer for resolution within one business day.
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Telephone support -
Customers may call us at (604) 249-2115,or toll free 1-877-249-3LOG(3564) where they will quickly be
transferred to a technical support engineer.
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Fax support - Customers may also fax their questions or concerns to
(604) 271-5507. |
As well as providing technical assistance and trouble-shooting, the program
also offers enhancements and upgrades to keep your system up to date with
the latest technologies—and with the latest forest industry practices.
Changes occur rapidly in technology. As software vendors update their
operating systems and databases, 3LOG upgrades its systems to leverage the
new functionality. The maintenance and support program ensures your system
continues to function as technologies change.
The forest industry is also continually evolving. 3LOG is constantly adding
new features to respond to these changes. Software releases are issued about
every 18 months. Participating in the maintenance and support program
ensures you stay current with industry practices.
Our maintenance and support program keeps you current with the latest
regulations, business practices, and technology changes at a fixed and
easy-to-budget-for monthly or annual rate.
At 3LOG Systems, we uphold our commitment to innovative
leadership with a program of ongoing research and development, promising
complete timberlands and wood procurement solutions for all the industry’s
challenges. Through our R&D program:
- Our business analysts continually monitor forest
and wood products industry trends
- Our project managers maintain close contact with
our clients and respond to their evolving needs and recommendations
- Our software developers work hard to stay on top
of the daily innovations in software and database technology
- Our technology configuration management team has
been following a systematic approach to controlling, tracking and
effecting changes to our LIMS inventory management solution over its
lifetime in this dynamic market place
We regularly upgrade our Log Inventory and Management
System (LIMS) to newer versions—usually, every six months for minor upgrades
and once every 18 months for major releases—as a result of our R&D program,
and as recommended by our clients, to reflect the industry trends, new
technology, and the evolving business environment.
Examples of recent additions to come out of our R&D
program—provided free of charge to subscribers to our support and
maintenance agreement—include automated report scheduling and distribution;
a powerful wizard for importing data from external trading partners; and
web-based reporting access.
Hourly support program
If you do not need maintenance services, you can alternatively subscribe to
our hourly support program, with billing on a time-and-materials basis.
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