How we support our clients
The TRC Solutions Customer Support team is your dedicated team. We are here to help you should any issues arise with your TRC Solutions provided ERP or EPOS Systems. Please see your individual maintenance contract for the full details of what is covered under your contract. Our aim is to provide a professional, friendly and efficient service while balancing the needs of our customers. When you log a call with TRC Solutions Customer Support you will be given a call reference number. We would ask you to adhere to the guidelines below, as it is important to keep the phone lines free for Priority 1 and Priority 2 issues only.
Priority 3, 4 & 5 issues should only be logged via the web portal
| Priority Level |
Description | Target Response Time |
|---|---|---|
| 1 | Major system failure, all users unable to work e.g server down, all tills down | 30 minutes to initiate diagnosis |
| 2 | System failure, user unable to work e.g. single till or workstation down | 60 minutes to initiate diagnosis |
| 3 | Software/Hardware failure, user unable to perform certain key tasks | 4 hours to initiate diagnosis |
| 4 | Intermittent hardware or software issue, user still able to perform key tasks | 1 day to initiate diagnosis |
| 5 | Information request/training issue, no impact on user | 2 days to initiate diagnosis |
Our support team is trained to actively monitor how customers are engaging with our helpdesk and they will redirect you to logging your issue on the web portal if the phone is being used for priority 3, 4 or 5 issues. During quieter periods your enquiry may be dealt with immediately, however during busier periods we shall prioritise your call based on the above criteria and in line with available resources so that we can provide the best and fairest possible service to all of our customers.
“Nominated Support Person”: You must be a Nominated Support Contact in order to call or log issues with the TRC Solutions Helpdesk. Nominated Support Contacts will have been trained on how to use the TRC Solutions Helpdesk services by TRC Solutions operations as part of the handover process. Nominated Support Persons will also have received system training on the system being supported; this ensures the most effective use of TRC Helpdesk Services. Our Support Team is trained to actively monitor how effectively our customers are engaging with our Helpdesk. You will be contacted by Head of TRC Solutions Support Services should we identify an issue that needs to be addressed.
Outside of office hours, our clients are covered by our ‘Emergency Support Service‘ option. This service supplements the usual office hours support and will be available 7 days per week from 7.30am to 9am and from 5pm to 10pm on weekdays and 7.30am to 10pm on weekends and bank holidays. This ensures our clients are covered from 7.30am until 10pm all week for all their support needs.
Hours outside this window are available on request. This service is reserved for emergencies only and there may be additional charges for using this service for non-emergency situations. Please check the terms of your support contract to see if you have opted for the ‘Emergency Support Service‘ option. If you are unsure, please contact us and we can confirm full details.
To contact the TRC Solutions ‘Emergency Support Service‘ (outside of standard office hours), please call +353 1 2963160. You will be asked to leave your full contact details and a member of our support team will return your call.
Our Helpdesk is open from 9am to 5pm from Monday through to Friday, apart from Public Holidays.
If an issue has gone beyond our “Target Response Time” then you are entitled to escalate the issue. To escalate an issue please send an email, quoting your call reference number to fdooley@trcsolutions.ie.
Thank You for taking the time to understand how to engage effectively with the TRC Solutions Helpdesk Service. We look forward to working in partnership with you.
Fergus Dooley has been at the helm of the customer support team since early 2009. As Customer Support Director, he leads both our in house and remote support teams. Fergus is responsible for managing the delivery of targets for customer satisfaction, monitoring goals, motivating the team, and ensuring world class levels of customer service.
Fergus manages all customer service escalations, inventory management for our hardware engineers and planning after sales support for our customers in Ireland and the UK. Connect with Fergus on LinkedIn here