Mandala believes one of the most important ingredients for the successful implementation of a computer system is the service and support that users receive. Mandala Systems offers many different levels of customer support.

On Site and Remote

Customers with VPN or dial-up access can request and receive remote support 24 hours a day for no additional cost. Mandala can connect to customers’ networks to diagnose equipment, software or data – frequently solving problems without the need to go on-site.

Mandala Applications

Mandala authors many of the application software systems that it sells. Application support specialists have access to the system developers as required so support doesn't involve time-consuming reference to outside suppliers. Application support is available 24 hours a day, 7 days a week. A maximum 2 hour response time is guaranteed. Mandala is very adept at distinguishing between hardware and software problems. Most problems can be diagnosed by Mandala personnel remotely through standard telephone link avoiding costly on-site visits. Mandala’s experience has proved that even major problems can be corrected remotely in a very short time. New versions of both proprietary and system software may also be installed remotely though the same mechanism. Hardware maintenance is expertly provided through the worldwide network of COMPAQ/Hewlett-Packard service organizations.

Standards

Mandala Systems’ approach to software is to ensure that all software packages are interactive in the true sense. Emphasis is on simplicity of operation and minimal training requirements. Programs are invoked through a menu selection, and all programs are self-documenting. Informative help messages are available in all fields at the touch of a key.

All software products are of modular design and adhere to strict programming standards in order to permit rapid customization to a clients’ individual needs. Our building block approach enables Mandala Systems to provide custom applications systems at costs that are competitive with ‘off the shelf’ packages, but without sacrificing flexibility and functionality. We recognize that each of our customers is unique. Your software needs are unique as well. Mandala provides solutions tailored to the uniqueness of your business.

Support

One of the most important ingredients for the successful implementation of a computer system is the service and support that the user receives from the vendor. Customer support is available from Mandala Systems at many different levels. We author every application software system that we sell. Application support specialists have access to the system developers as required. Our support does not involve time-consuming or unproductive reference to outside suppliers.

Support for applications is available 24 hours a day, 7 days a week, via a hot-line to customer Support Specialists. A maximum 2-hour response time is guaranteed. We are adept at distinguishing hardware and software problems, most of which can be diagnosed by Mandala personnel remotely through standard telephone link, avoiding costly on-site visits for minor problems. Our experience has shown that most major problems can also be corrected remotely in a very short time. New versions of both proprietary and system software may also be installed remotely through the same mechanism. Hardware maintenance is expertly provided through the worldwide network of COMPAQ/HP service organizations.

Documentation

An extensive set of user manuals is included with both packaged and custom software. Manuals are revised constantly as software modifications or enhancements are released. Each software maintenance contract includes an update service for one set of manuals.

New Releases

In addition to the user manuals, comprehensive documentation in the form of Release Notes is provided with each release or update of the software. New software releases including new features are typically released semi-annually to customers with maintenance contracts.