Treon Support Services

Treon's commitment to serving and responding to their Human Resource Management System (HRMS) software user community is exemplified by the goals of our Treon's Support Services: to promote success with Treon's HRMS software and carry forward suggestions for continuing improvement of Treon software products. To foster your success in using our software solutions, Treon offers a comprehensive technical support program for your HRMS.

Treon Support Services consist of technical assistance programs and resources designed to meet the needs of different types of users.

If your company is using a Treon HRMS with a maintenance program, unless otherwise indicated, Treon offers complimentary technical assistance to new users and developers during project implementation. At the end of complimentary maintenance, it is recommended that you renew your maintenance subscription to ensure continued maintenance benefits.

Among other benefits, complimentary technical support expedites the process of getting familiar with Treon's HRMS software and provides assistance when you need it — as you get started and as you excel.

Support Services Resources

Our support services staff is composed of HRMS professionals, database administrators, IT system administrators, as well as programmers and developers of your customized HRMS. We are dedicated to providing timely, expert assistance to Treon HRMS software users. The scope of support through this service is one of a "helpdesk" nature, in that the intent is to provide quick but thorough assistance with specific issues on which you are fully involved and engaged, that fall short of what would typically be considered consulting services of a longer duration or wider scope.

Areas of technical support on which specific guidance and troubleshooting is provided include:

  • Providing assistance for installing software
  • Providing assistance for configuring software to work correctly and optimally on your systems and your other applications
  • Providing advice and problem solving assistance related to:
    • your use of the software's core software functionality, as its designed, tested, and documented to be used
    • your use of the software with your supported peripheral hardware and other devices
    • loading, storing, and managing your datasets and databases
    • how Treon HRMS software and systems can best meet your organization's needs, meet your expectations, and integrate into your workflow.
  • Working with you to develop alternative solutions to tasks and problems
  • Receiving from you reports of software or system defects
  • Receiving from you any functional improvement ideas you may have that we can consider engineering into the core system

The primary goals of our technical support analysts are to be creative and efficient as they partner with you to find solutions to problems or to provide advice for identifying better ways to do things. Services you may require that extend beyond this "helpdesk" are referred to Treon Professional Services for consulting work performed for an additional fee on either a time-and-materials, by project, or by deliverable basis.

Accessing Treon Support Services

Pre-Support Setup Requirement (for client)

Prior to activation of your support services, Treon requires their clients to setup a secure remote access facility for immediate remote emergency file repairing functions from Treon Support Team and to be an effective "helpdesk". Treon Support Team uses LOGMEIN (www.logmein.com) as their preferred Third Party Remote Connectivity Provider. Remote Access setup assistance can be arranged with our Treon Support Team.

Treon customers may contact Treon Support Services between 9:00 a.m. and 5:00 p.m., Monday through Friday, exclusive of Treon holidays.

Click here for our contact details.

By Telephone

Each reported technical support request is logged as an incident and given a unique identification number for your reference and tracking. After an incident is logged, the caller is connected to a technical specialist who will be dedicated to work on the incident until it is resolved or determined to be a defect in the software. If a specialist is unavailable, the call is placed in a dispatch queue. The caller will then be contacted by the first available technical specialist.

By Web, E-Mail, or Fax

For customers who do not want to telephone or who cannot reach Technical Support during normal operating hours, fax, e-mail, and Web support are available. Requests through these channels are received during regular working days but are logged and assigned to a technical specialist beginning the next business day. Support requests are answered on a first-come, first-served basis. All incidents reported by fax, e-mail, or Web are given the same priority and level of attention as those reported by telephone.

No matter which communication channel you choose, all requests for support should contain detailed information about your technical issue. To help expedite a solution, technical specialists expect information that includes a description of problem and other pertinent details in relation to the problem. Please refer to the Preparing for Support section below for additional details. Your technical specialist will respond by telephone, fax, or e-mail.

Resolution Time

The time required to resolve support incidents varies depending on the type of problem and how successfully and quickly we can isolate the issue or identify the problem's cause. Most problems can be solved in a matter of hours or less. Usually, we are able to answer questions and suggest solutions to problems on the same day we receive requests, but the turnaround time for a response may depend on the complexity of the problem.

If research or consultation with another technical specialist or programmer is required, a complete response may take two to three working days. Under some circumstances, a response may take longer, especially if working with a developer product requiring extensive coding. If the solution to a problem will require software engineering or a documentation modification, our objective is to consider including the solution into the next available software release or service pack. However even in this situation we can work with you to find a practical alternative solution which can be used successfully in the interim.

Preparing for Support

When calling Treon for technical assistance, be prepared to provide the following information:

  • Exact wording of any error messages that appeared on your screen
  • What you were doing when the problem occurred
  • How you tried to solve the problem

Technical Support Policy

Technical assistance provided through Treon's Support Division is limited to the agreed system requirements between your company and Treon on your HRMS software.

It is normally not practical for Treon to provide technical support services for third-party hardware devices, software components, or development environments, except to answer questions and provide assistance related to how these third-party components interoperate with Treon HRMS software.

These terms and conditions are subject to change by Treon without written notice, but we encourage users of Treon HRMS software and systems to check in frequently with the Treon Support Center for the latest news and helpful information available.