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APS Support Framework

The APS Support Framework outlines the service, principles and approach underpinning our client support model for all those who require assistance from the APS Support Team.
This document includes key information such as our response times, escalation points within APS for your issues, Service Level Agreements, and defines the roles and responsibilities of all parties to provide clear understanding in our commitment to your consistent support by the APS Support Team.


 

Remote Access

In some instances APS Support may require remote access to a computer for investigation to a logged support case.
A remote access tool allows an APS Support analyst to remotely access a computer to resolve a software issue, we have two preferred remote access tools dualmon and Microsoft Teams.  
You may need to ask your firm's IT to allow for dualmon and MS Teams downloads to avoid any delays in resolving your support issues. 
 

Using dualmon is easy, below are the steps to follow:

1. The APS Support analyst will request remote access from the user
2. The user goes to Dualmon Remote Assistance
3. The user enters the code given by the support analyst
4. A small component is downloaded on the users desktop to enable the session to run

Using Microsoft Teams is simple, below are the steps to follow:

1. The APS Support analyst will request remote access from the user
2. The user will receive a booked calendar invitation with an email link to the MS Teams meeting 
3. The user clicks on the link to join the meeting

 

File Sharing 

APS Support analysts may request files from clients to investigate a support case or the analyst may need to share files with a user.
The file sharing with APS Support is done via our secure Reckon A3 file sharing site.
Reckon A3 is a service to make it easy for you to move files, including large files up to 100.0 GB, in and out of the business.
Files are automatically deleted from Reckon A3 7 days after they have been uploaded.
Users will receive an invitation to upload files via email or analysts may drop off files for the users to download from Reckon A3 via an email link.