Product Support

Microgen is committed to provide high quality support for its products using skilled and experienced product maintenance staff.

Using ITIL principles, our staff work efficiently to resolve incidents and restore normal service operation as quickly as possible so as to minimise any adverse impact on business operations.

Microgen’s global client base uses our products to design, implement and control business critical applications. As such, around the clock (24X7) product support is an option open to Microgen clients.

For current client support contact details please click here

1)    Who can raise support tickets?
A current licence and maintenance contract must be in place. For Microgen Aptitude Solutions, people raising calls should normally be Accredited (trained) in the relevant software.

2)    What if my query is not a product fault?
If a fault is found to be an environmental or solution problem, then time spent on resolving the call will be chargeable. Some contracts include a small amount of support hours to cover this eventuality, but you may be asked to sign a support work authorisation form in advance of continuing work on a call where a non-product fault is possible or likely.

For customers who need regular non-product fault work to be undertaken, Microgen offers an Applications Management service.