HEAT Support Centre at Wizard Systems

Wizard Systems
Unit 7 Badminton Court
Station Road, Yate, Bristol, BS37 5HZ, UK.
01454 316800
wizard1@wizard-systems.com

HEAT Support

Wizard Systems are a fully authorised HEAT Support Centre (We have provided HEAT Support since 1993) offering the following services...

 

Annual HEAT Software Support Contract

This is our primary service to support your HEAT installation. Telephone Help Line Service is available 9.00am to 5.30pm Monday to Friday. Support is also available via Email or by fax.

  • All requests for HEAT support are logged. Reports can be shared with you on the history of calls logged with us over a range of dates. We actually use HEAT ourselves, to log all service activity!
  • A maximum response time to recorded queries is 24 hours. If there is no immediate solution, the problem will be progressed through to the Software Authors and, if possible, an interim solution will be provided.
  • An unlimited number of Telephone Support calls can be made by users of this service if a current maintenance agreement is in place.
  • Please note that this Support Service is not intended to be a 'training service' and formal HEAT training must already have been undertaken by ourselves.
  • Remote support is also available as an option. We can view and control your PC and applications, diagnose problems, transfer files and install patches or updates.
  • On site support is also available if necessary, but chargeable at a reduced rate because you have a HEAT Support Contract with us. Rates available on request.

Report Writing

We offer a Report writing service to design reports for you using Crystal Reports. The updates to these reports can be included in your annual HEAT Software Support Contract. Remember, you get over 250 ready-made Crystal Reports with HEAT via the Answer Wizard module. New reports can be added to the Answer Wizard.

Integration with other Applications

We offer an 'integration service' to create links or integration with your existing application, if you want to share information between HEAT and other systems. You may want to link HEAT with an accounting system like Sage for example.

HEAT Autotasks, and Business Rules

We can create HEAT Autotasks for you (Autotasks allow you to set up a series of predefined actions to be performed on a call or other records in your HEAT system, automating routine tasks) and create Business Rules. The support of these processes can be included in your annual HEAT Software Support Contract.

HEAT Support

Latest HEAT Support News...

 

October 26th 2010
HEAT 9.5.1 released with Call Logging enhancements:
- Call Logging Navigator
- Call Logging Favorites Menu
- HEAT Messaging Center Enhancements
- Support for multiple unique indexes
- Upgrade Assistance Feature

 

August 12th 2009

HEAT Service & Support 9.0.2 released. HEAT Service & Support 9.0.2 is a full service pack for the HEAT 9.0 / 9.0.1 release, and addresses a number of high priority issues in HEAT Service & Support, the HEAT Web UI, and HEAT Self Service. NOTE: HEAT 9.0.2 requires a database schema change preventing users from running in mixed version mode. If upgrading to HEAT 9.0.2, all clients and servers must be upgraded to connect to a 9.0.2 database.

 

April 11th 2008

FrontRange now has a compatibility update available that provides support for Microsoft Windows Updates KB941693 and KB948590, released on 8 April 2008, which are incompatible with iHEAT and/or iGoldMine installed on Windows Server 2003, Windows XP-SP2, and Windows 2000-SP4. This incompatibility only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines.

 

April 9th 2008

Urgent Technical Notification for iHEAT and iGoldMine Users

Please be advised that Windows Updates KB948590 and KB941693, released on 8 April 2008, are incompatible with iHEAT and/or iGoldMine for Windows on Windows Server SP2, Windows XP SP2, and Windows 2000 SP4. This incompatibility only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines. Note that if you have installed one of these hot fixes, the hot fix will have to be uninstalled, and then the last compatibility update will have to be re-applied to return the iHEAT or iGoldMine server to a working state.

FrontRange Solutions will release a compatibility update as soon as possible and we will send a second notification when the update is available.

Oct 8th 2007

HEAT Users, come along to a HEAT User Group near you!

This FREE event gives you the opportunity to discuss your current strategic service management concerns with the HEAT team as well as having the perfect chance to learn how your peers are meeting the challenges of service delivery.

FrontRange will present some of the latest advances to the HEAT product suite as well as some innovative new product which can be used to add even more value to your service desk, including PC Lifecycle Management, Infrastructure Management and the revolutionary IP Contact Centre.

To Register, click here.

 

April 13th 2007

FrontRange now has a compatibility update available that provides support for Microsoft Windows Update 925902 (released on 4/04/07).  This update only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines

 

March 21st 2007

Please be advised that Windows Update SP2 for Windows 2003, released on 15/3/2007, is incompatible with iHEAT and/or iGoldMine for Windows on Windows 2003.  This incompatibility only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines.

FrontRange Solutions will release a compatibility update as soon as possible

 

Oct 13th 2006

FrontRange has a compatibility update available that provides support for Microsoft Windows Update KB920958, re-released on 26 September 2006, which is incompatible with iHEAT and/or iGoldMine for Windows on Windows 2000 SP 4. This incompatibility only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines. Contact Wizard Systems Support dept for this upgrade.

 

Aug 1st 2006

HEAT 8.4 released, with new User dashboard. The new dashboard allows individual users to add hyperlinks to personal call groups, allowing for quick access to incident records based upon commonly used search criteria.

 

Customer Comments...

 

“In the time I have dealt with yourself and your team. I have been assisted with total commitment and solutions that work first time. Wizard Systems have exceeded my expectations many times”
DAC Plant

 

“I found you to not only have a high degree of product knowledge but also excellent skills that enable you to calmly and efficiently address all queries raised”
FT Applikon

 

“You have been great to me over the last 3 years, but recently surpassed all previous customer service contact I have had from anybody”
Alexander Simpkin