Help and Support

UNIT4 offer the following help and support facilities to all clients:

• Online Help
  The Online Help is a comprehensive manual describing BC's functionality in depth. Each aspect is covered in detail, from day-to-day features such as adding documents to highly specialist functions like configuring metadata schemes. Screenshots of key functionality and step-by-step guidance make the Online Help the primary support mechanism for all users.
• Six Step Guide
  For users who are new to BC, the Online Help contains a Six Step Guide highlighting the most important features which users will need. These include navigating around BC, adding and reading documents as well as making changes to those documents, and formally issuing documents to other users for comment or approval.
• Glossary and FAQ
  Available for the use of all users, the Glossary defines key terms which may be unfamiliar to non-expert users. The Frequently Asked Questions section addresses technical queries which may arise while using BC.
• Training Guides
  To accompany BC's trainer-led courses, reference manuals are distributed to all participants. These are used to support the training course and for trainees to remind themselves how to utilise functionality following the course. These Guides focus on frequently-used features and centre around annotated screenshots and step-by-step 'How to..' descriptions.
• Server Support
  If you run your own BC server your administrators will have access to specialist Server Support to ensure that your users continue to enjoy the highest level of BC service. Server Support includes guidance on stopping and starting the BC server and ancillary servers, scheduling regular jobs, fault diagnosis and rectification.
• Technical Support for users
  Our knowledgeable team of technical support consultants are ready to provide support and advice to BC-trained users and system administrators via email or phone. Organisations using BC are encouraged to instigate an internal 'pyramid' support structure where key users assist other users in problem-solving and getting the best out of BC. Not only is this approach proven to minimise the number of users who require formal training but it also results in a broad geographical and contextual distribution of educated users. When users are unable to resolve a problem internally, trained users or system administrators may then turn to BC's Technical Support team for advice, bug reporting or suggesting feature enhancements.