Technical Support
Multilink EDI places a high priority on service and support and
achieves a consistently high standard - both pre-sale and post-sale.
Our customer support is well known to be the most comprehensive and
reliable within the SPEC 2000 industry.
Three-tier Support
We adopt a three-tier approach to support:
The first level of support is built into the software. Our software comes with online documentation incorporating relevant sections of the ATA SPEC 2000 Data Dictionary.
The second level of support is provided integrated into our software to help you fully appreciate SPEC 2000 benefits. This is in the form of an HTML file within the software itself. The benefits of using a HTML file are:
The documentation is accessible over a wide variety of platforms, making it accessible to a wide audience
By embedding hot-links into the file, you can travel through the documentation using the route which best suits your needs
You can make the file into a company-specific document by updating the information to include in-house procedures
You can also print as many copies to meet your needs and distribute them to the appropriate staff members who can, in turn, write their own ‘training’ notes within it.
The third level of support is provided by our support team based in the UK. A 'phone call, fax, freeform message or Email will receive a response from one of our highly-trained support staff. All customers with a current Annual Support and Update Contract are entitled to unlimited support covering the following areas:
Unlimited access to the Multilink EDI SPEC 2000 support desk.
Help and advice on the use of the SPEC 2000 protocol as well as the use SPEC 2000 software.
Help and advice on hardware related issues or IATA network related issues to ensure your SPEC 2000 system is as efficient as possible.
Assistance with trading partner issues.
Annual Support and Update Contract
Our Annual Support and Update Contract ensures you have a firm annual budget for running and maintaining SPEC 2000.
What’s Included in the Annual Support and Update Contract?
Whenever the ATA SPEC 2000 Committee approves modifications to the SPEC 2000 Specification (an SMR), we will amend our software accordingly, update all necessary documentation and send the updated version of the software and documentation to all customers with a current Annual Support and Update Contract.
This ensures that Multilink EDI SPEC 2000 software always reflects the current version of the SPEC 2000 Specification. It does, however, also contain a facility to continue to understand messages from older versions of SPEC 2000 without interruption.
Our development team is continually enhancing the SPEC 2000 software to make it better and even easier to use. They keep a 'wish list' where companies may suggest modifications to the software that may make it more effective. Periodically, we will release an updated version of the software incorporating these enhancements and send it to all customers with a current Annual Support and Update Contract.
The most important reason for the Annual Support and Update Contract is that it gives you unlimited access to our support team. Although we ship our software with a defect-free warranty, many customers like to have access to our support team to discuss any issues which may arise. We find most of the issues arise from hardware or interface problems, but nonetheless, our support team is available to give as much help as possible to make your use of SPEC 2000 as smooth as possible.
Our support team is fully funded by the revenue received from Annual Support and Update Contracts. Consequently, the team is unable to support any customer who does not have a current Annual Support and Update Contract.
Disaster Recovery Assistance
In the event of an unforeseen catastrophe, Multilink EDI can quickly assist in disaster recovery procedures to help you get up and running again in the shortest time possible.