At Audit Data Analytics we have 12+ years of experience providing world-class help desk support to auditors and accountants regarding the use of audit analysis software. We can work together with you live over the phone using on-line meetings (Amazon Chime, Webex, GoToMeeting, etc.) to share screens. We have a history of success with customers that engenders great customer satisfaction and loyalty.
We can assist you using ADA in several ways:
- Formulating and walking you through multi-step approaches that generate your desired results using the various techniques in ADA
- Writing equations
- Writing code to automate tasks in ADA
- Importing data
- Helping you create quality samples – get help from an audit sampling expert statistician
- General help getting started on using the program
- And more!
Get unlimited support for your whole company by paying one annual fee of $2,000 (USD).
Pay as you go at $100 per problem (USD).
To set up a support contract, please contact the Director of Professional Services, Donna Ellis, at (864) 625-2171 and/or firstname.lastname@example.org.
What’s a “problem”?
A problem is defined as a single support issue and the reasonable efforts needed to resolve it. A single support issue is a problem that can’t be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate problem. A problem may require multiple contacts and offline research to achieve final resolution. The amount you’ll be charged does not depend on the amount of time spent in delivering these solutions.
What about Availability and the Expected Response Time?
We deliver same-day response and 24-hour resolve times depending on the extent of the problem. More extensive issues may take an additional day to resolve.
We are available by phone 9 a.m. – 8 p.m. eastern time Monday through Friday. We monitor emails for support 24 hours a day, 7 days a week.
Support phone: (864) 625-2524 Support Email: email@example.com
What does Help Desk Support not cover?
We do not charge for or consider the following items support:
- Bug/defect reports
- Customer proposals/ideas for new product features or improvements to existing features
- Help with installation of the ADA software
Situations that require more in-depth work may be considered consulting instead of help desk support at the discretion of Audit Data Analytics. If we are doing the work instead of guiding you on doing the work, the likelihood of the work being considered consulting greatly increases.
What’s considered an acceptable solution to the problem?
Our support professional will agree on the definition of the problem solution with you when you present the problem to you. The problem will be closed after the support professional has delivered one or more suggested solutions to you. If the support professional is unable to deliver a solution, you’ll be notified and the case will be closed as unresolved. The billing status of an unresolved case will be at the discretion of Audit Data Analytics.
Am I guaranteed a solution?
Although our support professionals will make best efforts to resolve your issue, Audit Data Analytics cannot guarantee to resolve all issues due to the diversity of our customers’ computer configurations. Customers may request to close a case before it’s resolved; however, the billing status of the incident is at the discretion of Audit Data Analytics.