The support team at thewealthworks will always try and assist where any of our users have issues with the software, but we are not your IT department. It is important that users understand where our responsibilities stop and an IT department takes over.
This is particularly important for releases because applying a release (which is in effect an update to your system) is not covered by the standard support contract in place with thewealthworks. What we do do is to provide new copies of the programs, packaged and ready to be applied but we don’t normally take responsibility for putting these onto your system.
When we provide a release of our program we are updating a shared application. This update needs to be scheduled when it is convenient for users.
In addition, different organisations have their own release control policy and there are a number of variables involved in this process. They may have a test environment or they may operate release freezes from time to time. It is also possible to have a policy of out of hours updates only. All of this obviously makes any automation of this process very difficult.
In the event a client still wishes us to undertake the application of a Troika update, we can provide this service but there will be a time and materials charge made. In the event you require our assistance with the update, please let us know.