Training and Support
How does training work?
Training for new Formpak users is given in several ways:
Quick Start Guides – a set of PDF’s with basic instructions on getting started with the key areas.
Videos – there are many videos on Formpak’s YouTube Channel which demonstrate how to use the software.
Application Help Centre – in the software itself, press the ‘Help’ button to access the Help Centre which is installed along with the system. The Help Centre contains information about all the areas of the application and in addition has ‘overview’ content which gives background information.
One to one online training – We can organise one to one training using TeamViewer, GoToMeeting and teleconferencing so you can receive training specific to you and your team.
How does support work?
Call Us – If you phone during UK business hours, there is usually someone available to speak to you. It can be a good idea to organise a call in advance if it’s possible, just to be sure the right person is available. But of course if you had a sudden and important topic to discuss, just call.
Email Us – If you send emails to firstname.lastname@example.org then it goes to the support team and we all have an opportunity to respond. If there is an urgent matter and you mark your email subject as urgent, it will get top priority, and if it’s within business hours, you would normally get a response within an hour or by return. Other emails tend to be dealt with on a perceived priority and based on workload also. Typically emails are answered within 4 business hours, often much quicker. If there is a complex topic, especially if it has been handled by someone specific or requires specialist input then it might be longer.
If you are not UK based, you may be concerned about support in your region. We do operate extended working hours to ensure we can be responsive to those in other time zones and have customers as far west as California and far east as Australia who are well supported. The ideal is to have local support staff and this is a future goal.