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Exam on Demand (ExOD) provide support to customers on a variety of different contractual terms, varying from 4 hour resolution to a "time and materials" contract. The cost of support will vary depending on the required resolution time, the coverage required and the number of customer users and will be quoted on demand. All standard support contracts require that the customer has been trained by ExOD, and the support itself is delivered by phone and modem (on site support may be available on special terms). In all cases, the delivery of ExOD support starts with the Help Desk during normal working hours.

The ExOD help desk has been established to ensure that customer problems are fully resolved within predictable timescales. The help desk is manned by staff trained in the ExOD system during normal working hours which are:

From 8:00 am until 6:30 pm Monday through Friday

(excluding English public holidays)

Telephone: 08452 301 262

(UK local call cost)

Each call to the help desk is initially logged and analysed so that it may be directed to the most appropriate member of staff for resolution. By far the most common issues relate to unfamiliarity with the system, and are quickly solved by the help desk team. More complex issues are elevated within the technical staff until resolution is achieved. However, the query remains open until the customer is satisfied that resolution is complete. The time between initial log and full resolution is recorded, with the queries categorised by type and by priority. Our response is varied to ensure that high priority issues receive attention in preference to lower priority queries.

Monthly reports of activity are scrutinised by the Customer Support team to monitor achievement of targets. The targets themselves depend on the contract term, which vary by customer. Our objective is 98% achievement of target, which we have consistently achieved since the establishment of the Customer Support team. The analysis of type of problem helps us to adjust our training of both our own staff and customers.

Support outside normal the working hours is available as one of the contract options. The additional cost of this facility will depend on the hours to be covered and the resolution timescale.

If there is any question about individual logged calls or any general issues, please call the administrative offices at Hellingly. In the event of dissatisfaction, please contact the Managing Director, Mark Robinson-Sivyer.