Phone
On the phone in a range of languages though our dedicated Service Desk Agents around the globe who will triage your issue
"The first-rate support provided by the Service Desk Team is a hugely important factor in our loyalty to Scientia and their products." Dorte M.E. Jensen, University of Copenhagen, Denmark
The successful installation of our software products at your institution is just the beginning of your relationship with Scientia. Positive user experience is paramount to us and we provide technical product support in a number of ways:
Support Portal
Through our online Support Portal, where you can log support requests and find the latest Knowledge Items
User Forum
Through the Scientia User Forum – an active user community which provides peer-to-peer support and product documentation
Europe, Middle East & Africa
| Email : | support@scientia.com |
| Telephone : | +44 (0)1223 884911 |
Asia-Pacific
| Email : | support@cyon.com.au |
| Telephone : | +61 2 9929 9292 |
How Scientia’s Service Desk works
When we receive a support request, our skilled Service Desk Agents determine its priority (P) based on its severity and urgency. This forms the basis of our Service Level Agreement with customers:
P1
Response time of <2 hours and a complete/fix time of <8 hours
P2
Response time of <6 hours and a complete/fix time of <2 days
P3
Response time of <8 hours and a complete/fix time of <5 days
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Product documentation
We regularly publish documentation that helps you to install and use Scientia’s software products, or which helps you to understand changes in new versions and releases.
Find out more