How to get help from Olympic Support Desk

This page aims to provide all the information you need about the Olympic Support Desk, including:

• Support Desk hours and contact details,
• issues the Support Desk can help you with,
• your support options as an Olympic client,
• how to request support, and
• our priority and response time definitions.

If you have any questions that we haven’t answered on this page, please feel free to contact us.

Olympic Support Desk hours and contact details

Our Support Desk operates from 8.30am-5pm, Monday-Friday. If you request support outside of these hours, our after-hours service will pass your request on to us.

You can ask for support by:

• calling us on freephone: 0800 938 226 (if you’re in NZ), or 64 9 357 2882 (if you’re overseas),
• faxing us on 64 9 357 0033, or
• emailing us on support@olympic.co.nz.

Issues the Support Desk can help you with

You can contact our Support Desk to:

• log a software bug;
• log a software issue that makes your program return an error when you run a process;
• get help resolving an issue where an unforeseen problem has occurred during a key process (e.g. a system hang during a ‘generate payments’ process that causes your payment run to abort); or
• book work requests, training requests or consulting work.

How to request Support

The process for requesting support is simple.

First, you:

• call, email or fax us, letting us know you have a new issue, and then
• provide all the details about your issue from the call logging fax form.

Then we:

• agree a priority for your call,
• issue you a call number (to help you track the status of your issue between updates), and
• assign an expert consultant who will respond to your call within the response times below.

Priority and Response Time Definitions

Please see the Support Services Explanation for more information.
 

	Priority	Description	Initial Response Time	Update schedule
1	Critical	The issue means the application cannot be used at all by anyone.	1 hour	2 hourly
2	Urgent	The issue means the application does not function correctly, but the system is still usable.	2 hours	Daily
3	Routine	The issue does not seriously affect business.	4 hours	Weekly
4	General Query	The issue is a “How do I…” type request.	8 hours	Monthly

Notes:

1. We will provide you with a call number when you log the issue.
2. We define "Initial response time" as the time (within office hours and excluding the lunch hour) within which a Support Consultant will first respond to you.
3. “Update schedule” describes how frequently our Consultant will contact you to update you on the status of your issue.
4. You may need to upgrade to the latest version on the relevant platform before we can issue you a fix.
5. Fix times may be longer if you are on a non-Windows platform. If a patch is available, we will attempt to get it to you ASAP. If not, we will estimate the fix time for your issue.