Support Services inTuator Home

Support Services

Our Commitment 

Welcome to inTuator Support Services. As the authors and suppliers of a range of data access, retrieval and presentation products since 1989 we, at Momentum Utilities, have always strived to provide the highest levels of support and services to our user base, which covers some 70 countries. 

With the introduction of inTuator we are making available as a standard part of its licensing, what we believe are not only the most comprehensive range of facilities and capabilities ever provided, but the benchmark that others will seek to match. 

As a licensed user of inTuator, with fully paid up, current RLF (Recurring License Fee) you will have access to services and support which were developed using the latest technologies available, to ensure you have everything necessary to install, learn about and use inTuator to achieve maximum benefit to you and your organization. In the unlikely event of a problem arising, we even provide tools integrated into inTuator to ensure easy, accurate reporting of the matter, including pertinent system information for diagnosis by our experts. 

Support Services

We believe that Support for inTuator starts with its online HELP. inTuator includes context sensitive HELP like you have never seen before. We proudly claim that this is HELP that you will WANT to use. Normally web-based to ensure that the latest updates are immediately available, it is also available as a file for supplying to those without internet access. 

In addition to HELP, there is a range of support services that we provide, these are summarized below, followed by a brief description of each area. Please review these to gain a better understanding of how we can work with you to ensure both your successful use of inTuator and your satisfaction with the 'Momentum Experience'. 

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Subject to RLF being paid up and current, we provide : 

  • inSet Modification to suit your implementation of MAPICS 
  • Free JuMPZone Training and Education Material 
  • FAQs 
  • A Discussion Forum 
  • Regular Web based training and product presentations 
  • Access to product experts 
  • Upgrades of core software 
  • Entitlement to an Annual "inTuator Health Check" 
  • Problem Handling 

In addition, at highly competitive rates, 

  • Consultancy Services 

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inSet Modification to suit your implementation of MAPICS 

As part of your license to use inTuator, we will modify the standard inSets in the Business Areas you have acquired with your license to take into account your implementation and use of MAPICS. Momentum will make the necessary modification free of charge providing they do not change the basic intent of the inSet(s) structure. 

It will be at Momentum's sole discretion : 

  • whether the basic intent of the inSet(s) will be changed if modified as requested,
  • how any modifications will be undertaken - electronically, remotely or on site.

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JuMPZone Training / Education Material

Available at no cost to you, in the JuMPZone area of this website a series of JuMPs (Jacana Multi-Media Presentations) short presentations / demonstrations are available to guide you in using inTuator. Prepared by the people who built inTuator to ensure that you are getting information straight from the experts, these presentations provide authoritative advice on how to get the most out of your software. JuMPs are designed to assist you when evaluating and using our products and are an ideal way to introduce and train new staff in inTuator plus, use as a refresher from time to time. 

Click here to check the list of available JuMPs.

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FAQs 

As we deal with our client base we become aware of common enquiries, concerns and issues. We maintain a set of Frequently Asked Questions (with a response) to address these and ensure that the information necessary is made readily available. The FAQs are updated regularly and should be your first checkpoint whenever you need information relating to inTuator or its use that is not readily available elsewhere. FAQ's can be a useful source of information, tips and techniques - check them out 

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Discussion Forum

We have established a Discussion Forum that we encourage all our users to join and participate in, sharing experiences and information with other inTuator users. Tell them of your successes and learn from theirs - you might be pleasantly surprised to find that there are other users with similar projects to yours! 

Whilst we do not control the Discussion Forum, we do follow it with interest, noting points for product improvement and we will participate when we believe that we can add value. If you have a question, can't find the answer in FAQ's or anywhere else we recommend you try the Discussion Forum next. To find out more click here

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Ask an Expert

If you still cannot find the answer to your question you can always e-mail us at support@intuator.com. One of our support staff will contact you, either by e-mail or phone, and assist you. 

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New Releases

Provided that you are a current licensed user, you are entitled to upgrades of inTuator whenever Momentum issues these. New versions typically include additional features, enhancements to components you have already installed, error corrections and upgrades of Business Areas and inSets that you have previously installed. 

New functionality, Business Areas / inSets added to the product may of course attract additional license fees to acquire. 

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Annual inTuator Health Check 

You are entitled to request a free annual health check. The purpose of this is to have one of our experienced consultants look at certain aspects of your installation, including housekeeping issues, and advise you where "best-practice" techniques might enable you to get better value and results from your investment in our software. 

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Problem Handling

If you believe that our software is not performing as the support material available indicates it should, you can contact us by making use of the Problem Reporting button that appears on all main inTuator screens. This facility collects essential system information, allows you to input your comments or concerns and automatically ensures that the Problem Report is promptly delivered to our support staff. 

Once we have analyzed your problem we will contact you and provide a solution, which might be advice as to how to avoid the problem you encountered or might include corrections to your software. 

To ensure that we respond in the most efficient manner we may use one of a number of mediums, including:

  • E-mail, Telephone and Facsimile
  • A CD, e-mail attachment or other electronic transfer of corrected programs
  • A Technician will fix the problem at your site, either electronically (using WebEx) or in person. 

We undertake to respond to your enquiry within one working day. 

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Help Us to Help You

We have a reputation and commitment to go that extra mile to provide our customers with the support service they can reasonably expect from us. However, there are some circumstances where we have no choice but to draw the line. So please help us to help you. 

Momentum will not provide a remedy to any problem caused by unauthorized alterations to the Software System, incorrect use or use on a specified processor that is not performing in accordance with the manufacturer's specifications. Momentum reserves the right to charge for time spent where the cause of the problem is found to be one of the above.

Whilst our Support Team are happy to assist users, Support is not an alternative to user training. Where we feel that a user would benefit from training or consultancy assistance we will propose this and will be happy to assist in the preparation of an appropriate training plan. 

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Consultancy Services

If you wish to modify your inSets to take into account custom changes that you have in place, contact us. We can arrange on-line modification to your inSets. We also offer a full range of professional services to help you build new inSets, inStores or inTuates. Let us provide the expertise, allowing you to focus on your day to day business. Contact our Services Team at services@intuator.com, they will be happy to provide fixed price quotes.

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Our Commitment

Our Commitment

Support Services

Help Us to Help You

Consultancy

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