The Support Module consists of the following components:

• Asset Management/Product Registrations

The Registered Products screen records the details of each product sold to a customer, either a company or an individual client (contact) purchaser. This is particularly applicable for serialised inventory (either computer hardware/office equipment, etc. or software with individual serial numbers/license keys).

Components are attached to Registered Products and record details of each component of a main system or configuration. For example a computer system may be built up of Case, Power Supply, Motherboard, CPU, Hard Drive(s), etc. Each component may be individually tracked.

• Incident/Service Request Management

An Incident is a record you create and associate with a company or contact to record a problem and its resolution. For example, a customer may have a problem with a product that you have supplied. Logging, handling, resolving, and closing Incidents are the primary tasks of most support system users.

Support Incidents are also referred to as Work Tickets, Job Cards, Service Calls, etc. depending on the nature of the industry, and may be renamed accordingly.

• Issue Management

This module deals with the management of support issues or defects.

Using MX-Contact, you can track and resolve issues. An Issue is a record that describes a problem in a product or process, or a feature request for a product or process improvement. It is similar to a Support Incident except that people involved in the design or construction of the product or process typically resolve Issues, and quite often these issues are not necessarily linked to specific companies and/or contacts (although they may be).

• Support Contracts

This module deals with the management of support contracts.

Support contracts are agreements between your organization and your customers to provide support services. It is imperative to ensure that there is a valid support contract for the account so that your organisation is paid for the support services it provides.

Support Contracts are typically linked to certain Registered Products supplied to the Customer. One Support Contract usually covers several products, of which each one in turn may comprise several components.