A dedicated team of full time support staff are available to help you with any support queries that you may have relating to your ESP Software. Support is provided either telephonically or via Remote Login which greatly reduces turnaround time and costs as no travel is required. All calls are logged into specially designed support software, which means that there is a record of all queries logged with ESP so that any support consultant can quickly assist you. You will receive a copy of the transcript of all your support queries so that you have peace of mind that your query has not been forgotten about as well as having the solution at hand in case you have the same query again at a later stage. If your query cannot be resolved immediately ESP will endeavour to have a solution to you by 5pm the same day if your query was logged before 12pm or otherwise by 12pm the following day if logged after 12pm.
With the initial purchase of your ESP software you will receive 30 Days of Free Support. During this time you will have full access to the ESP help desk for any assistance that you require with setting up and using your software. ESP also proactively follows up with all new clients to monitor their progress and ensure that the system is being implemented correctly. Once the 30 days of free support expires you have the option of signing up to a support and/or upgrade subscription but there are no obligations.
ESP offers a range of affordable support and upgrade subscriptions. These subscriptions are optional and can be cancelled at any time with one month’s calendar notice. You have the option of Support Only, which means that you have full access to the ESP help desk for all your queries. The Upgrades Only options ensures that you always receive the latest software updates as they are released by ESP. The Membership option combines Support and Upgrades to ensure that you have access to both the help desk and the latest software updates available.
This is the preferred method of training as it means that training takes place either at ESP offices or at an accredited training partner’s facilities. This will ensure that there are no distractions like phones ringing and clients coming in and out of your salon or spa. Each staff member will also be able to work on their own computer and you will be guided through a structured training program covering all of the main features of your software. This will ensure that the staff members retain much more information and the training will therefore have far more value.
Implementation training takes place on-site (at your premises). This is in cases where you simply cannot get away from the business or you only require a short session, i.e. 1 hour. It can also be beneficial for advanced training, i.e. once you have set up your system and have been working with it for a while and you would like an ESP consultant to get a closer look at your setup while they provide you with training.
Online training is very useful for shorter ad-hoc training sessions, i.e. 30-60 mins. Using the Internet you will be able to view the screen of an ESP Consultant while they train you on particular functionality. The ESP consultant can even remotely control your own screen and perform the training using your computer.
ESP Help Files include comprehensive instructions on how to use each feature in the ESP Software. The Help File is easy to navigate and includes things to consider before you start using a particular function, explanations of how the software works as well as step-by-step guides with screen grabs to know exactly what to do.
Within the ESP Help File you can watch short videos with voice narration, which will show and explain to you how to set up and use the features within your ESP Software. The video files are an excellent way to learn as it is just as if you were sitting through a personal demonstration with an ESP consultant. You can watch them as many times as you want, whenever you want.
ESP Tutorials are step-by-step practical exercises that guide you through setting up and using your ESP Software. These tutorials form the core of ESP training sessions, which means that you are actually given the ESP Training Material to use as often as you like. Completing these tutorials is highly recommended even if you attend a training session as they will give you an excellent grounding in using ESP software.
A play area enables you to work on your system without affecting your live data. This means that you can test certain features and functions without having to delete any transactions when you are complete. The play area is ideal for completing the ESP Tutorials, which saves on training costs as new staff can be trained this way on an ongoing basis.