Future Quest Support Services

All products and solutions provided by Future Quest are bundled with full support services. Perhaps more importantly, our support desk is highly accessible. We provide a variety of fast, simple methods for clients to contact us so that any system problems can be resolved quickly. We use the latest wireless technologies to ensure our accessibility. Many customers, for example, contact us with push-to-talk (virtually anywhere in North America) or via email to Blackberry, or over the internet via MSN Messenger. Whatever your preference, you will not have to endure voice mail systems when you really need our help.

Future Quest technical support personnel are fully trained in all aspects of the systems we provide, as well as computer hardware and software environments, including Microsoft Server and XP Pro / 2000 networks.

Many of our clients choose to purchase turnkey systems from us. In these cases, Future Quest provides all required computer hardware and software as a total solution that is pre-staged, configured and tested prior to shipping. We then meet the equipment arrival on-site to install the system and provide hands-on training.

Other clients may have existing computer hardware or may want to keep their initial costs as low as possible. In these cases, we can provide complete system turn-up and training remotely, via the internet.

Dispatch Systems

All dispatch systems are packaged with a comprehensive annual support agreement that ensures our clients that their system will remain reliable over the long term. Clients have the option of selecting standard business hour support or premium support with 24/7 emergency help desk. A support agreement is mandatory on all new systems sold for the first year, or if internally financed, for the duration of the finance term.

Once the first year or the finance term has passed, support is optional, however the vast majority of our customers wisely choose to remain on a support agreement. We have a saying that “The natural state of the universe is chaos” –or “leave anything alone long enough and it will eventually decay.” Our support agreements therefore include all software upgrades. This is important because in reality, there is no such thing as a software program that is complete. Programs are constantly being upgraded and improved, with new features and changes that extend their reliability and utility for the customer. A support agreement ensures that your system remains operating at peak efficiency, with enhanced functionality, year over year.

As part of our support agreement on dispatch systems, our personnel have 24/7 access to all supported systems via remote access software, so that when help is needed, we can quickly join the affected computer remotely.

Vehicle Tracking and Fleet Management Systems

Generally, GPS systems that are sold on a monthly subscription basis are packaged with business hour support at no extra charge. The support is considered to be part of the service provided. Enterprise based vehicle tracking or fleet management systems that are sold outright to the customer would be an exception to this rule. These types of solutions are typically bundled with yearly support agreements.

Training

Most systems provided by Future Quest are also bundled with a training package so that our customers can maximize their return on investment. History shows that effectively trained customers are much happier with our company and their purchase decision. In addition, they are able to more fully utilize the valuable tools we provide.

The vast majority of our training takes place on-line, over the internet. While we offer on-site training, we have found on-line training to more cost effective and less disruptive to our customers as a general rule. On-line training is provided with a hands-on approach and can be scheduled to suit the customer’s needs during slow periods. It also allows a graduated training method that builds employee confidence and competence, one or two hours at a time.

On-Line Support

Future Quest provides fast and painless remote support of all provided solutions, using remote PC control software, which allows our support personnel to join your compter desktop with a single mouse click. With your permission, our support team can take remote control of your PC while you watch, so that we can help correct any issues you may have or provide product training.

To initiate a support session, call our support line at 250-769-4209, extension 127, then, when instructed, click here to initiate a remote control session.