Need Help?
Frequently Asked Questions
Please find below a list of frequently asked questions. To request support or to search our knowledge base
please log into your account and use your account menus.
Who installs the software?
How about staff training?
How do I get support?
What about maintenance and bug fixes?
How much is this support?
Who installs the software?
Kowam Systems offers installation service which is part of the price. We can install on site
or remotely. Remote installation depends on your IT infrastructure and support services.
How about staff training?
Installation and training is included in the price. Typically we select one or two members of staff
and train them to become the on-site trainers. These on-site trainer then train other members of your staff
as and when neccessary.
All our systems come with a comprehensive help system which should answer any operational questions that you
or your colleagues may have.
How do I get support?
Kowam Systems provides a helpdesk style support, in addition to the comprehensive online help file that ships
with our systems. Users typically log an issue with our technical support team using an online form.
Resolution times are dependent on factors that are often outside the control of
Kowam Systems. These factors often include but are not limited to operating system
limitations, limitations based on user-designated workflow, security issues, integration
with third-party applications that have not been provided by Kowam Systems and customer
availability. Usually, Kowam Systems is able to answer questions and suggest solutions
to Incidents on the same day it receive requests, but the turnaround time for a
response may depend on the complexity of the Incident.
While it is Kowam Systems’ goal to provide an acceptable resolution to all incoming
issues, Kowam Systems cannot predict resolution time.
What about maintenance and bug fixes?
Our systems are fully tested. However, customers are encouraged to report all bugs and issues to Kowam Systems.
These will be fixed and included in the next version or released as patches. Patches are free of charge.
How much is this support?
Maintenance and support is free for the first twelve(12) months of purchase! After that, there is fee which is charged per annum and in advance.