SOFTWARE SUPPORT

At Harting EAP, we want to make certain that your purchase of EAP Software is implemented smoothly with the goal of your staff ‘hitting the ground running’. We have over 35 years of experience assisting EAPs to transition to new software. We will provide your IT and EAP staff with a detailed Implementation Plans with tasks, responsible parties and target dates with weekly progress calls.

With training, you will have the knowledge and tools needed on the Go-Live day to not feel intimidated by new processes.

To get to the point of comfortableness with a new software package, Harting EAP can provide the following services depending on your need:

• Installation
• On-Site Training
• Conversion of existing data
• Customizations

Our customer support doesn’t end with the purchase of our software. We offer an Annual Service Agreement that will provide your staff a highly qualified team to call to address any issues that might develop including how your IT structure affects the software, printers, software issues, or ‘how to’ do something.

ANNUAL SERVICE AGREEMENT

Our Annual Service Agreement is based upon the number of users you have licensed.  Of course, with the Annual Service Agreement, your costs for fixes to any software issues are limited to the Annual Fee and you can be protected and worry-free during the year. Equally as important in today’s technology is Security. Your Annual Service Agreement includes updates for software issues as well as security improvements.

If you maintain an annual service Agreement, you receive:

• a 10% discount off the cost of customizations or the purchase of additional user licenses;
• unlimited toll-free phone and remote support;
• updates made to your software version throughout the year.

The annual service agreement protects you if:

• One of your Staff members responsible for your software gets sick, leaves, or otherwise is not available for your system.  Harting EAP’s staff is there with unlimited 800 toll free assistance for new team members.
• You fail to backup and you need assistance in how to reinstall your software and / or the database files.
• Your computer gets struck with a virus, a lightning bolt, a power surge, files get deleted, or you forgot your password.
• You buy a new computer and have trouble installing or getting your software to run on the new computer.
• And other catastrophic events we have helped EAPs to resolve such as: (1) a failed hard drive, (2) your entire system goes down due to a disaster; (3) a ransomware attack; (4) deletion of records; and so on.

Our goal is person-to-person, smooth, responsive and quick resolution of your presenting issue. We work with you and your IT to Assess the issue and resolve it.