Support Overview

Exceptionally Reliable Software

At Canesto we take great pride in the maturity and reliability of the CIMS-HR application.  We virtually never receive urgent support requests despite the number and diversity of sites across Canada.

We have been using Client/Server databases since the late 1990's to ensure rock-solid database performance and integrity (Pervasive.SQL and Microsoft SQL Server).  The concept of reindexing or rebuilding on a frequent or preventative basis is not applicable to CIMS-HR.   

The combination of server-class databases that can handle large multi-user environments, our testing procedures, proven distribution and Build update methods, and our strong development policies all contribute to an application that can be relied upon without interruption due to database or programming issues.

How To Obtain Support

The first line of technical support is handled by email to our support address.  Although our "official" support hours are from 8:30am until 4:30pm Monday through Friday, the support account is continually monitored on multiple devices.   If any questions do arise outside of standard hours they are generally addressed if there are questions that require resolution before the next business day.

During the implementation and planning process we typically identify in advance those dates where a client may be attempting a new function for the first time.  We then coordinate our schedules and arrange for additional support availability in that timeframe in case there are any questions.