PSSL Support Services
How May I Help You?
Our multi-channel, online support options provide a better level of support, giving clients direct access to the information they require.
Our goal is to help you to help yourself, quickly and easily, with the friendly guidance of our dedicated team of pensions and software support analysts. They have been trained to guide you step by step, no matter how simple or complex the problem.
Our goal is to help users realise the full potential of their Aurora solution, by delivering exceptional service and support. Our dedicated support team guide clients through their issues, no matter how simple or complex.
We provide a number of online support channels to achieve the highest quality service possible. These include a comprehensive user guide; FAQs; a live-chat room for instant help; a ticketing system for ideas and issues that cannot be immediately provided; a client Forum and of course a help-desk using telephone, emails and Skype.
Our support team is always keen to help our clients – not just with support queries, but also with finding the best way to deliver the highest quality and efficient administration possible…and then assisting in setting this up. We are also here to help with ‘how do I?’ queries that might relate to forms, automation, workflows, web pages, MS Office, WordPress and IT issues.
How Our Support Team Helps
- Your queries are answered clearly, thoroughly and quickly, following an issue management procedure
- Your issues are categorised and prioritised
- Use of monitoring software reduces response and resolution times
- Expert guidance helps you get the most from your system
- Having the answers you need saves you time and effort
- Explanation on how to accomplish both specific and automated tasks
Service Desk Service Details & Opening Hours
The most immediate way to help clients is to click the ‘Live-Chat’ button. Type in your name and question and you have immediate access to one of our experts. You can send files/screenshots and use Skype to speak directly. Call transcripts are automatically created and emailed.
Where queries require further work by PSSL, a ticketing system is used to log a call, assign and manage the work to a release and display the priority, assignment, status and release date. Notes and attachments can be added at any time.
The ticketing system is available to client to raise or track their own queries. Any changes to the tickets get automatically emailed to the client.
Aurora comes with a comprehensive on-line manual that includes an index and many screenshots.
It perfectly supplements the tutorial training courses and is a useful reference available at any time.
An Aurora Community is also available with an FAQ area and User Discussion Forum.
The PSSL team accepts emails, Skype and telephone calls and will respond accordingly. 90% of support queries are answered immediately, however they are initiated. Emails, live-chatroom and our ticketing systems provide automatic documentation and therefore our preferred channels.
Use Contact Us to find the details you need, or you can try out our ‘Live-chat’ features by clicking the icon at the foot of this screen.
Pension Software Solutions Limited
45 Northfield End
Oxon RG9 2JJ
8 am – 11 pm on Monday – Friday (GMT)
If you would like us to arrange a personal demonstration of the Aurora Solution then simply fill in the form below: