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Assistance

Bim is able to ensure its Clients technical and functional assistance.

The assistance is provided on software belonging to BiM or on software belonging to the Client and managed exclusively by BiM.
The assistance is provided either at the Client's offices or through remote links connecting the Client to BiM offices (preferable and more efficient). The terms of the service are:

  • Help Desk Service based on a fee

    The fee can be biannual or annual.
    The service is provided during office hours from Monday to Friday, from 9:30 A.M. to 12:30 P.M. and from 2:30 P.M. to 5:30 P.M. The Client can ask this service to be extended to unscheduled days and/or working hours informing Bim at least two weeks in advance.
    Bim puts at the Client's disposal an email address, a special telephone number where the assistance requests are to be communicated, and a person able to get the requests, codify them, resolve them if they are within his competence or forward them to the competent technician.
    When the assistance request has been satisfied (the blocking faults have priority), the person in charge of the Help-Desk informs the Client by email that the problem has been solved.

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  • Assistance service related to the release of the procedures as per the time schedule agreed upon with the Client

    The way the assistance is provided depends on the installation phase of the procedures. A “Master User” is usually defined by the Client who communicates the BiM staff either the fault to be solved in short times, or how to improve the procedure, or to give functional explanations regarding the new procedures.

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  • Assistance service related to particular needs expressly required by the Client

    BiM can provide an assistance service even during free days and/or hours (Saturday, Sunday, after 6:00 P.M., ...), after the Client's explicit request at least one month in advance, in case of particular needs where the work must necessarily be carried out on days and hours during which users do not work.

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