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Customer Support & Maintenance

The Support & Training Team

support-maintenanceAt Infospeed we believe that customer support and training for Class should be second to none. That is why we have a team of fully trained and experienced staff dedicated to assisting our customers. Some of them have even been with us for 25 years!

The support team shares office space with our development and systems engineering staff, which gives them access to experts who can dig further into their investigations whenever necessary. Having these specialists on hand is one of the many reasons why Class Systems is able to service our customers so effectively and continually improve the scope and functionality of our product.

Support Contracts with Infospeed

The following support is included in your annual subscription:

  1. Annual support, maintenance and upgrade contract (ASMU).
  2. Connected support (direct connections to your data to solve problems with you).
  3. Class Cloud IT/server support and assistance.

What Benefits Are Included in the Subscription?

There are many ways in which we support our Class Cloud customers. These include:

What is Connected Support?

We also provide our instant connection support service in every subscription. When issues arise, our support team will connect directly to your system using the latest connection software to provide the fastest support.

This gives you that extra piece of mind that your queries or issues can be dealt with by directly connecting to your system, allowing us to see for ourselves the query raised on your data, often speeding up the time it takes to resolve the issue and providing an extra level of help.

Also, in the unlikely event of your Class data needing patching due to an integrity issue (not virus or human error) then connected support supplies the means and the service for connecting to your system and correcting the problem.

Our Commitment / Service Level Agreement

We pride ourselves on providing quick and efficient support no matter what country you work in.

Our dedicated help desk will respond quickly to incoming support issues and we will keep you informed at all stages of the progress of your issue. Should you at any time be unsatisfied with the support you have received, issues can be escalated at any stage to include the involvement of an Infospeed manager or director.

Our current SLA’s can be found in the latest copy of your Application Software Provider Agreement.

Support Log Tracking

Infospeed has a comprehensive internal log tracking system, which not only keeps track of the logs and their importance, but also provides a wealth of data in tracking similar or related support issues.

Support Team Available Hours

Help desk hours are (UK times):

Monday to Thursday: 09.00 – 17:30
Friday: 09:00 – 17:00
UK public holidays excluded.

Overseas Customer Support

We understand the importance of supporting all of our customers, not just those in our time zone. We regularly organise support and training sessions around the clock to support our overseas clients.

If you have any concerns, please ask to speak to one of our overseas customers who will be happy to provide a reference.

How Do I Get Help?

Where possible, issues should be emailed to the Support Desk (support@infospeed.co.uk) outlining the issue with as much supporting documentation, screen shots, etc. as possible. This will help to speed up the process in understanding the problem.

You can also send support requests from the Customer Login area of the website.

Important Class .NET Changes

Microsoft SQL Supported Versions
The latest version of Class is now compatible with Microsoft SQL Server 2008 to 2016.
Microsoft SQL Server 2005 (and 2005 Express) are no longer supported.

Please ensure that you review the latest Release Notes before upgrading.


Upgrading to Class 8.2.0?
An update to the Class Console will be required. Please install the update using ConsoleSetup.msi found within the Upgrade Zip file.

If you do not use this updated Console, you will encounter an error when checking for updates.


Important Notice – Latest release of Class 8.2.0 (NEW!)

When upgrading to Class 8.2.0, a new SMS Account ID will be required.  Please see Release Notes & HS239 for further information.

There has been a major enhancement to the Group Master Document templates. Some of the merge fields have been updated and after the upgrade may result in some important information missing. Therefore, changes will need to be made to the templates.

Detailed information is in the Release Notice which can be downloaded from our website or obtained by emailing support@infospeed.co.uk. We strongly recommend that this is read before the upgrade is carried out.

The Infospeed Team.