Software Response Centre (SRC) OverviewFirst-rate customer care is our competitive advantage
Our friendly and knowledgeable staff in the SRC are the front-line technical assistance to our customers.
Some of the services they perform for our customers are:
- system training
- technical support
- recall assistance
- system performance reviews
- software preventative maintenance
- backup procedure establishment
- software deployment and upgrades
In addition, our SRC staff assists our customers with software enhancements such as label design assistance and report creation.
As our systems are used for critical production processes and tracking, we ensure that all software deployments are successful by internally testing them with our own test equipment and a fully-operational mirror-image of our customer's system configuration.
Software Support Agreements (SSA)
Carlisle offers various levels of Software Support Agreements to ensure reliability and minimize system disruptions. For mission critical, multi-shift operations we recommend our Gold Support Agreement which provides 24/7 support coverage. Benefits include:
- Keeps your systems running smoothly with semi-annual preventative maintenance
- Keeps your systems running at peak performance with software optimization
- Extended support available 24 hours a day (via pager service, with guaranteed response time)
- Emergency on-site software support (travel and expenses extra)
- Backup procedure establishment and reviews (Carlisle keeps a secure backup of the system configuration, which is used to test changes before installation, or restore in case of emergency)
- Guaranteed preferred labour rate for software development
- Prioritized scheduling of resources
Contact Information:
SRC support hours are 7:30am - 6pm ESTExtended 24-hour remote support is available with service contract.
E-Mail: src@carlisletechnology.com
Phone: 905-332-1255